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IT Application Support Analyst

TDIndustries

Dallas (TX)

On-site

USD 60,000 - 95,000

Full time

17 days ago

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Job summary

An established industry player is seeking an IT professional to provide advanced technical support for enterprise applications, particularly Microsoft Dynamics 365. In this role, you will troubleshoot complex issues, manage role-based security, and ensure adherence to ITIL practices. This position offers an exciting opportunity to contribute to the efficiency and success of the organization while working with cutting-edge technology. If you have a strong understanding of ERP systems and a passion for problem-solving, this role could be the perfect fit for you.

Qualifications

  • 5+ years of IT experience in a technical role with responsibilities in ERP systems.
  • Solid understanding of role-based security and ITIL service management processes.
  • Ability to troubleshoot technical issues and communicate effectively with users.

Responsibilities

  • Provide second-level support for D365 CE and FO, managing complex user issues.
  • Conduct system audits and performance monitoring to identify potential issues.
  • Collaborate with teams to understand application requirements and provide feedback.

Skills

ITIL Framework
Microsoft Dynamics 365 CE
Microsoft Dynamics 365 FO
Problem-Solving Skills
Communication Skills

Education

Post-secondary education in Information Technology
ITIL Foundation Certification

Tools

Power BI
Power Apps
Excel
Power Automate

Job description

Job Summary

Provide advanced technical support for enterprise applications such as Microsoft Dynamics 365 (D365) Customer Engagement (CE) and Finance & Operations (FO) applications. Responsible for troubleshooting complex issues, configuring and optimizing system processes, and managing role-based security within the organization. Help ensure adherence to ITIL practices, including incident, problem, and change management processes. Excellent opportunity for an IT professional with experience in ERP systems and a strong understanding of security management to contribute to the efficiency and success of the organization.

Essential Duties
  • Provide second-level support for enterprise applications such as D365 CE and FO, managing complex user issues and technical escalations from Tier I support.
  • Troubleshoot, identify, and resolve advanced technical problems within the ERP system, ensuring minimal impact on business operations.
  • Manage and maintain role-based security within D365, ensuring users have appropriate access based on their roles and responsibilities.
  • Adhere to ITIL framework and IT Service Management (ITSM) principles to manage incident, problem, and change management, ensuring a consistent and efficient approach to service delivery.
  • Assist in the deployment of updates, patches, and system configurations, coordinating with other IT teams to ensure smooth system transitions.
  • Conduct regular system audits and performance monitoring to proactively identify and address potential issues or inefficiencies in the ERP environment and other enterprise applications.
  • Provide training and guidance to Tier I support and end-users on D365 functionality, role-based security, and best practices.
  • Support ongoing improvement initiatives by offering insights into application enhancements and optimization strategies.
  • Collaborate with cross-functional teams to understand application requirements and provide feedback on common issues.
  • Build and maintain key business applications such as ticket system, using Power Apps.
  • Maintain and update existing manufacturing reports and tools utilizing Power BI, Excel, Power Query, Power Automate, and Power Apps.
  • Troubleshoot and resolve issues with package data flow from Stratus to FO in Data Store.
  • Assist the manufacturing team with setting up projects within Autodesk B360 as required.
  • Assist the shop floor with submitting tickets for technical issues or system errors.
Minimum Requirements
  • A minimum of five (5) years of recent and related work experience in IT in a technical role with similar responsibilities required
  • ITIL Foundation preferred
  • Post-secondary education from an accredited college/university with a concentration in Information Technology or certification from a state/nationally recognized IT technical school preferred.
  • Solid understanding of computer hardware, operating systems (Windows, Mac OS, or Linux), and network fundamentals.
  • Strong familiarity with software applications and common business tools (e.g., Microsoft Dynamics 365 CE and FO applications, Microsoft Office Suite, collaboration tools, or enterprise software).
  • In-depth knowledge of role-based security models and how to configure and manage access within D365.
  • Solid understanding of ITIL service management processes, including incident, problem, change, and release management.
  • Basic knowledge of business process flows and system configurations within D365 CE and FO.
  • Strong problem-solving skills and the ability to troubleshoot technical issues within enterprise applications.
  • Excellent communication skills, with the ability to explain technical issues to non-technical users.
  • Strong documentation skills within ticket system for managing and tracking support requests.
  • Ability to work both independently and as part of a team, demonstrating flexibility and a willingness to learn.
  • Basic knowledge of IT security practices and data protection principles to ensure proper system access and user roles.
  • Willingness and ability to learn new software, systems, and processes quickly.
  • Ability to adapt to changing priorities or workflows in a fast-paced environment.
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