D365FO Application Support Engineer

GN ReSound (Malaysia) Sdn Bhd; Kulai; On-site; MYR 60,000 - 120,000; Full time

Job summary

GN ReSound (Malaysia) Sdn Bhd in Kulai, Malaysia is rolling out D365FO ERP and seeks a proactive application support specialist to clarify business processes for Service and Warehouse solutions. You will provide hands-on input and work with global teams to support internal users.

You will troubleshoot 2nd line incidents, maintain ServiceNow knowledge base articles, stay current with features, and help ensure reliable IT services across GN. Travel is limited.

Qualifications

• Experience with Warehouse management or ERP support is preferred.
• Knowledge of ServiceNow and ITSM processes is desirable.
• Strong communication and stakeholder management skills are required.
• Ability to troubleshoot and resolve 2nd line ERP incidents.
• Experience with on-site user support and multi-site environments.

Responsibilities

• Understand business needs and processes.
• Troubleshoot and provide 2nd line support on D365FO across GN group.
• Develop and maintain Knowledge Base articles in ServiceNow.
• Maintain the platform with updates and new features; investigate bugs.
• Collaborate with Service and Warehouse teams to ensure coherent support.
• Define monitoring and observability for D365FO components for proactive support.
• Contribute to First Class IT Services and support to internal users.
• Adhere to Health, Safety & Environmental procedures.

Skills

On-site user support

D365FO

Troubleshooting

Communication

Knowledge sharing

Analytical thinking

Customer orientation

English proficiency

Tools

ServiceNow

AX2012

D365FO

Microsoft ERP certifications

Job description

GN are in process of making a digital transformation of our business by implementing D365FO as our new global ERP solution and the first step is WMS (Warehouse Management System).
You will be playing a key role in clarifying business processes, provide hands-on technical and functional input for supporting our wide range of users across processes used for the Service and Warehouse solution in D365FO.
You will be working closely together with our Business and 16 skilled D365FO application support engineers and Team leads, where the majority are located in Manila (Philippines), HQ in Denmark and Shakopee in US.
As our D365FO application support, you will also be responsible for handling critical and complex ERP and WMS incidents, if our level 3 support Teams should be involved for a resolution.
The role also facilitates effective communication with various stakeholders.

THE TASK

Understand business needs and processes

Troubleshoot and provide 2nd line support on D365FO application to colleagues across the GNgroup

Develop and maintain Knowledge Base articles in ServiceNow for users and AI agents

Maintaining the platform, including staying up to date on new features and releases, as well as investigating anybugs

Collaborate closely with other teams supporting the Service and Warehouse solution, ensuring coherent process support across platforms

Assist in defining and developing effective monitoring and observability for D365FO components to enable proactive support focus on MFG & ROC business area.

In all matters, act as part of the Global IT Service Team and actively contribute towards the common goal of delivering First Class IT Services and support to internal customers.

Continuously contribute, develop and implement ideas that improve performance.

Ensure implementation, adherence and participation to Health, Safety & Environmental (HSE) procedures by applying to areas of responsibility.

THE PEOPLE

Process knowledge for Warehouse processes

Experience with on-site user support

Experience with functionality in AX2012 and D365FO is a plus

Experience with ServiceNow is a plus

Relevant Microsoft ERP certifications are a plus

OTHER REQUIREMENTS

Ability to work autonomously and demonstrate high self-motivation.

Strong focus on customer satisfaction and service orientation.

Excellent analytical and communication abilities.

Cultural sensitivity and awareness.

Flexibility and a strong commitment to keeping systems operational.

Proficiency in English, including speaking, writing, understanding, and reading.

Travel Requirements

Less than 25 days per year for Training purposes.

GN brings people closer through our leading intelligent hearing, audio, video, and gaming solutions. Inspired by people and driven by innovation, we deliver technologies that enhance the senses of hearing and sight. We help people with hearing loss overcome real-life challenges, improve communication and collaboration for businesses, and provide great experiences for audio and gaming enthusiasts.

GN was founded more than 155 years ago with a vision to connect the world. Today, inspired by our strong heritage, GN touches more lives than ever with our unique expertise and the broadest portfolio of products and services in our history – bringing people closer to what is important to them.

GN brings people closer through our leading intelligent hearing, audio, video, and gaming solutions. Inspired by people and driven by innovation, we deliver technologies that enhance the senses of hearing and sight. We help people with hearing loss overcome real-life challenges, improve communication and collaboration for businesses, and provide great experiences for audio and gaming enthusiasts.

GN was founded more than 155 years ago with a vision to connect the world. Today, inspired by our strong heritage, GN touches more lives than ever with our unique expertise and the broadest portfolio of products and services in our history – bringing people closer to what is important to them.