D365 Support Analyst

Manufacturing Technology Centre; Coventry; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading technology firm in Coventry is looking for a Dynamics 365 Support Analyst to assist users and improve system functionality. The ideal candidate will have expertise in Microsoft Dynamics 365 applications, strong communication skills, and a problem-solving mindset. This role requires effective collaboration across teams to enhance user competence and support experiences.

Qualifications

• Strong communication with end users and management.
• Capable of identifying user requirements and offering solutions.
• Experience in creating high-quality functional documentation.

Responsibilities

• Support Microsoft Dynamics 365 systems through incident & request processes.
• Provide 2nd level support for the user base.
• Manage communications across MTC business in collaboration with Internal Communications.

Skills

Extensive verbal & written communication skills

Problem solving and troubleshooting

Knowledge of Microsoft Dynamics 365 applications

Ability to prepare and deliver training sessions

Resilience under pressure

Teamwork

Education

ITIL foundation qualification (desirable)

Job description

Job Purpose

Enterprise Applications department is part of the Digital Services function at the MTC, deploying and supporting the enterprise applications used by MTC colleagues.

Dynamics 365 Support analyst role focuses primarily on supporting Microsoft Dynamics 365 systems through incident & request processes. Collaboration with application owners to determine priorities, required capabilities, and capture requirements is essential. This requires high-quality communication with users and within the Enterprise Applications team.

Further, the role includes 2nd level support for Dynamics 365 applications’ user base, ensuring that necessary information or solutions are shared with users of the system, leading to increased user competence over time.

Communication

This role requires extensive verbal & written communication skills, with end users at all levels, in non-technical terms, as well as with members & management of MTC sales, events & marketing functions, and with Information Systems colleagues. Additionally, managing communications to the entire MTC business in collaboration with the Internal Communications department.

Innovation

Identifying how unique end user requirements can be met using standard system functionality, and solutions that add minimal complexity and support overhead. Problem solving, troubleshooting, and identifying ways to prevent or mitigate repeat issues through monitoring.

Knowledge

Knowledge of Microsoft Dynamics 365 applications (D365 F&O, SCM) at multiple levels, specifically configuration of workflows, system & user interfaces, business processes, and field management. Skills to communicate effectively at different levels, from individual users to managers. Ability to prepare and deliver training sessions, strong coordination skills for organizing activities for super users, and the ability to create and manage high-quality functional documentation and business analysis skills to ensure knowledge retention. Ability to liaise with third parties and implement required changes. ITIL foundation qualification is desirable.

Person Specification

All aspects of the role should be carried out as an exemplar within the business, adhering to the MTC RIGHT way: acting responsibly, prioritizing MTC’s interests, providing inspirational leadership, delivering a positive working environment, and leading with humility, honesty, and integrity. Promoting teamwork, supporting during difficult times, and celebrating successes.

Additional requirements include working in a structured and organized manner, ensuring prioritization and recording activities and progress, resilience under outside pressures, being a great team player aiming to add value, and ensuring a positive support experience for end users.