Business Applications Engineer

Rotork plc; Bath; On-site; GBP 40,000 - 55,000; Full time

Job summary

Rotork plc, a leader in flow control and instrumentation, seeks a Business Application Engineer in Bath to manage IT Applications Support activities. You will provide advanced technical support for critical business applications, ensuring prompt resolution of incidents and high system availability.

Ideal candidates must possess expertise in Microsoft Dynamics 365, ITIL knowledge, and strong analytical skills. Responsibilities include incident management, application updates, and continuous improvement using ITIL best practices.

Qualifications

• Expertise in Microsoft Dynamics 365 with relevant certifications.
• Proven experience in a Business Application role.
• Good understanding of ITIL framework and ITSM best practices.

Responsibilities

• Respond to incidents related to applications through the Service Desk.
• Diagnose and resolve application issues following procedures.
• Implement and manage application updates and security patches.

Skills

Microsoft Dynamics 365 expertise

Operational understanding of ITIL

Analytical and problem-solving skills

Organizational skills

Communication skills

Education

ITIL certification (Foundation level or above)

Microsoft Dynamics 365 Fundamentals certifications

Tools

Power Platform

D365 CE and FinOps

Job description

Rotork is the market-leading global flow control and instrumentation company, helping our customers manage the flow or liquids, gases and powders across many industries worldwide.

Our purpose is Keeping the World Flowing for Future Generations.

Job Description

The role of Business Application Engineer is to be responsible for IT Applications Support activities. Providing advanced technical support for business-critical applications, ensuring that all incidents that have been escalated from the Service Desk Support teams, or have been raised directly into the IT Application Support queue are resolved promptly. This role acts as a key liaison between the technical teams and the business users, analysing complex issues, applying deep application knowledge and working with development and infrastructure teams, where needed, to maintain high system availability and performance. This role also contributes to continuous improvement by identifying recurring issues and recommending long term solutions using Problem Management and ITIL best practices.

Responsibilities

• Respond promptly to incidents related to Applications reported through the Service Desk or monitoring systems.
• Diagnose, troubleshoot, and resolve application issues, following agreed procedures.
• Escalate complex or unresolved incidents to appropriate teams or third-party vendor(s) adhering to agreed service level agreements (SLAs).
• Implement and manage application updates, ensuring security updates are applied promptly to mitigate vulnerabilities.
• Communicate effectively with end users, providing clear instructions and guidance on the use applications services.
• Keep users informed about the status of their support tickets and maintain ticket records following ticket management standards and procedures.
• Conduct regular reviews of operational checks such as batch jobs to ensure they are operational.
• In addition to your primary support area, you may develop skills to support other areas of Service Delivery as defined and agreed with your manager, including local support tasks as required. You may also be required to perform Service Desk duties on occasion.
• Assist in conducting root cause analysis and managing problems to prevent recurring issues.

Qualifications

• Expertise in Microsoft Dynamics 365, with relevant certifications such as Microsoft Dynamics 365 Fundamentals (CRM, ERP), Power Platform.
• Expertise in FinOps and CE for D365
• Proven experience in Business Application role preferably in a medium to large organisation.
• Good overall understanding of ITIL framework and ITSM best practices.
• Good analytical and problem-solving skills.
• Good understanding of priorities versus business impact and Incident resolution within required set of SLAs.
• Documentation skills for creation of Runbook / Knowledge Articles, including the ability to produce from scratch.
• ITIL certification (Foundation level or above)
• Work with diverse technology stacks, including bridging the gap between legacy systems and modern platforms.
• Very organised with good planning and coordination skills.
• Ability to interact and communicate well at all levels.
• Inquisitive mindset, not happy to accept the ‘status quo’.
• Ability to multi-task and remain calm under pressure.
• Collaborative team player who continually strives for improvement.