D365 Support Analyst

EVERSANA; Pune District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

EVERSANA is seeking a Dynamics 365 and ServiceNow support specialist to join our global life sciences services team. You will be the first point of contact for D365 related issues, providing triage, prompt resolution, and escalation as needed.

Ideal candidates bring 3+ years of D365 experience, strong help desk skills, and familiarity with ServiceNow. This on-site role offers proactive problem solving and close collaboration with stakeholders.

Qualifications

• 3+ years with Microsoft Dynamics 365 incl. GL, AR, AP, SCM, PM/Accounting, and admin.
• Experience with help desk support.
• Understanding of Dynamics 365 system administration.
• Experience with ServiceNow ticket management.

Responsibilities

• Respond to customer support queries via Service Now.
• Provide daily help desk support and manage user accounts.
• Triage tickets and route for resolution.
• Investigate and drive tickets to completion.
• Communicate with users and third-party vendors as needed.
• Manage SLAs.
• Follow up with customers to ensure satisfaction.
• Escalate issues per protocol.

Skills

Microsoft Dynamics 365

Help desk support

ServiceNow

D365 system administration

Tools

Power Automate

Power Platform

Power BI

Job description

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs. We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.

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

Additional Information

OUR CULTURAL BELIEFS:

Patient Minded I act with the patient’s best interest in mind.

Client Delight I own every client experience and its impact on results.

Take Action I am empowered and empower others to act now.

Grow Talent I own my development and invest in the development of others.

Win Together I passionately connect with anyone, anywhere, anytime to achieve results.

Communication Matters I speak up to create transparent, thoughtful and timely dialogue.

Embrace Diversity I create an environment of awareness and respect.

Always Innovate I am bold and creative in everything I do.

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, 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.

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