D365 Support Analyst

Sky Mavis; Pune District; On-site; INR 700,000 - 900,000; Full time

Job summary

Sky Mavis is looking for a D365 ServiceNow support professional based in Pune, India. This role involves assisting users with D365 inquiries, providing first-level support, and managing help desk operations effectively.

The ideal candidate should possess at least 3 years of experience with Microsoft Dynamics 365 and Service Now ticket management. Strong problem-solving skills and effective communication abilities are essential, along with a proactive approach towards user support.

Qualifications

• 3+ years of experience with Microsoft Dynamics 365.
• Experience with help desk support.
• Understanding of D365 system administration.

Responsibilities

• Responding to customer support queries via Service Now.
• Provide daily help desk support including user account management.
• Communicate with users and 3rd Party suppliers as needed.

Skills

Problem-solving skills

Communication abilities

D365 system administration

Service Now ticket management

Tools

Microsoft Dynamics 365

Service Now

Microsoft Power BI

Microsoft Workflows

Power Automate

Job description

Job Description

Position Summary

The D365 ServiceNow support role is responsible for assisting users with questions and problems concerning D365 daily support request. This role will be the first point of contact for D365 related issues and will be responsible for the initial triage and providing prompt resolution and/or escalation. The ideal candidate will have strong problem-solving skills, excellent communication abilities, and a proactive attitude, which will align successfully in the organization.

Key Responsibilities

• Responding to customer support queries, logged via Service Now
• Provide daily help desk support, including ticket routing and user account management (D365, email, security roles, first level user support)
• Performing timely recognition, isolation, resolution and follow-up of tickets
• Proactively Investigating Support calls and managing them through to completion
• Communicating with users and 3rd Party suppliers if needed
• Managing SLA’s (Service Level Agreements)
• Follow up with customers to ensure satisfactory service
• Resolve issues while adhering to protocol and escalation procedures

Qualifications

Qualifications & Experience

Required

• 3+ years of experience with Microsoft Dynamics 365 – including but not limited to General Ledger, Accounts Receivable, Accounts Payable, Supply Chain, Project Management and Accounting, System Administration
• Experience with help desk support
• Understanding of D365 system administration
• Experience with Service Now ticket management

Preferred

• Strong knowledge of Microsoft Workflows & Power Automate
• Understanding of Microsoft Power Platform
• Understanding of Microsoft Power BI

Equal Opportunity Employer

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.