D365 Support Analyst
Core
First-line support for Microsoft Dynamics 365 (D365) daily operations, handling user queries, ticket triage, and initial resolution/escalation.
Role type
D365 Support Analyst
Builds
Operational stability and user access for D365 modules (General Ledger, AR, AP, Supply Chain, Project Management, Accounting)
Domain
Enterprise Resource Planning (ERP) / Life Sciences Commercialization
Deliverable
client delivery
Required skills
Microsoft Dynamics 365 (General Ledger, Accounts Receivable, Accounts Payable, Supply Chain, Project Management, Accounting), Help desk support, ServiceNow ticket management, D365 system administration
Preferred skills
Microsoft Workflows, Power Automate, Power Platform, Power BI
Responsibilities
Responding to customer support queries logged via ServiceNow, providing daily help desk support including ticket routing and user account management, performing timely recognition, isolation, resolution and follow-up of tickets, proactively investigating support calls, communicating with users and 3rd party suppliers, managing SLAs, following up with customers to ensure satisfactory service, resolving issues while adhering to protocol and escalation procedures