Senior Application Support Analyst (Microsoft Dynamics 365)

Miki Travel (Hong Kong) Limited; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading global travel service provider is seeking a Senior Application Support Analyst to enhance system performance for financial operations with Microsoft Dynamics 365. The ideal candidate will be responsible for daily application support and act as a liaison between users and IT, ensuring effective resolutions for technical issues. Candidates must have a minimum of 2 years of experience in supporting ERP systems, solid understanding of financial processes, and excellent communication skills. Join a dynamic team and contribute to improving business operations worldwide.

Qualifications

• Minimum of 2 years supporting Microsoft Dynamics 365 Finance & Operations or a major ERP financial system.
• Proven experience in Level 1 and Level 2 application support.
• Solid understanding of accounts receivable, accounts payable, and general ledger.

Responsibilities

• Provide daily application support for key financial modules.
• Manage and coordinate system change requests.
• Troubleshoot incidents, service requests, and technical issues.
• Log, prioritize, and monitor support tickets.

Skills

Microsoft Dynamics 365 Finance & Operations support

Level 1 application support

Level 2 application support

Financial processes understanding

Analytical skills

Troubleshooting skills

Communication skills

Collaboration skills

Documentation skills

Education

Bachelor's degree or equivalent experience

Tools

Azure DevOps

Jira

SQL

Job description

Senior Application Support Analyst (Microsoft Dynamics 365)

We are seeking a dedicated Microsoft Dynamics 365 Application Support Analyst to provide expert support for our core financial and business applications. This role is crucial for ensuring system reliability, high user satisfaction, and continuous improvement related to our financial systems. You will be the key liaison between business users, the IT department, and external software vendors to maintain seamless operations and drive functional efficiency.

Key Responsibilities

• Provide daily application support for key financial modules (e.g., Accounts Payable, Accounts Receivable, General Ledger, Project Accounting, Sales/Purchasing).
• Manage and coordinate system change requests from initial business need through to accurate and timely completion.
• Troubleshoot and resolve incidents, service requests, and technical issues within the financial systems and their integrated platforms.
• Serve as the primary contact for application-related inquiries, escalating issues to internal teams or third-party vendors when required.
• Offer Level 1 and Level 2 technical support to internal users across global entities, maintaining high service quality and timely resolutions.
• Log, prioritize, and monitor support tickets using the internal ticketing system, ensuring clear and complete documentation.
• Effectively communicate issue status and resolution progress to end users, IT teams, and management.
• Conduct thorough testing and validation of system updates, configuration changes, and new features before they are deployed to users.
• Support audit activities by generating system reports, providing data extracts, and supplying supporting documentation.
• Develop and maintain clear user guides, training materials, and process documentation for supported applications.
• Collaborate with both local and offshore IT teams to resolve issues and implement system enhancements.
• Assist with system upgrades, maintenance, and deployment cycles, including testing and post-implementation support.

Skills and Experience

Minimum 2 years of hands‑on experience supporting Microsoft Dynamics 365 Finance & Operations system or major ERP financial system preferred

Proven experience delivering Level 1 and Level 2 application support.

Solid understanding of financial processes and accounting principles (AR, AP, GL).

Strong analytical, troubleshooting, and problem‑solving skills with the ability to work both independently and collaboratively.

Experience in gathering business requirements and documenting processes.

Excellent communication skills (verbal and written) with the ability to explain technical concepts to non‑technical users.

Familiarity with tools for managing application changes and deployments (e.g., Azure DevOps, Jira).

Experience working with software vendors and consultants is a bonus.

Ability to create high‑quality user manuals and visual guides (using screenshots and diagrams).

Basic understanding of database concepts (e.g., SQL) and application data structures in D365.

Exposure to IBM iSeries environments is an added advantage.

Application Questions

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as an Applications Support Analyst?
• How much notice are you required to give your current employer?

Miki Travel is a leading global travel service provider, established in 1967 with its Head Office in London. We offer a full range of travel products, custom‑made itineraries, and destination management consultant services worldwide.