ITApplications Support Analyst

Application Support Analyst : ERP : BPO : Perm Position : Cape Town

The Client replaced their core ERP solution and are now beginning a journey to develop Microsoft Dynamics Business Central, integrating alongside other fit for purpose technology solutions to improve processes, drive value and enhance our customers’ retail experience

This role is the gateway between first line support and development teams, analysing complex incidents that are raised and liaising with technical teams around issue resolution. In some cases, this may include recreating issues in non-production environments, executing data fixes or configuration changes. Build up and document a wealth of knowledge about how our technical solutions operate and interact which can, over time, be shared with support teams to improve first line resolution

The focus area for this role is Microsoft Dynamics Business Central. Previous experience of providing technical support to users of an ERP (ideally Business Central) will be beneficial, as will application administration experience

Key Role Objective and Accountabilities :

Incident Management :

Applying best practice to handling tickets, ensuring the correct level of troubleshooting and diagnostics is applied to incidents & problems through to resolution in line with ITIL framework

Act as an escalation point for Support Analysts providing root cause and incident resolution

Create knowledge base articles and process documentation, known issues and workarounds ensuring these are reviewed and maintained

Communicate with customers succinctly updating on status, progress and resolution

Identify any potential problems, patterns or trends through incidents ensuring these are recorded and managed

Effectively prioritising work ensuring that customer experience is maintained to a high level

Data Management :

Support ongoing data quality improvements with Data Manager

Highlight data issues and challenges, identifying root cause processes and supporting business or technical process improvements

Ability to perform data analysis for data import and data fix activity as required by support tickets

Business Central Support :

User permissions management within Business Central application

Management of user configuration, including dashboards and data tile setup within Business Central

Monitoring and reporting on Business Central processes, including automated and overnight scheduled activity, including resolution in the case of errors

Provide informative and relevant internal training sessions to the Support team to further the development of the team

Identifying service improvement opportunities, liaising with the Product Owner to add to the product Backlog for continuous improvements

Liaise with departments across the business including Finance, Supply Chain, Buying & Merchandising, Operations and Human Resources, understanding their business areas to provide effective support

Work with Technology Delivery teams, including Solution Designers, Product Owners and third parties to provide timely and effective solutions to customer enquiries

Provide cover for first line support analysts, acting as a first point of contact as and when required

Out of hours work as and when required in line with project requirements including late nights and weekends

Essential Knowledge, Skills and Experience

Strong Finance process knowledge

Experience of working within a Retail / Supply Chain industry & Experience of JET report, Document Capture

Proven experience of Dynamics NAV / Business Central as a ‘Key User’ or in a support role

Significant knowledge in business applications such as Dynamics NAV / BC

Significant experience working in a support environment

Excellent communication skills and customer centric focus, capable of dealing with difficult and stressful situations with a calm disposition

Self-motivated and able to manage workload

Ability to troubleshoot and diagnose to a high standard & Analytics and problem-solving skills

Highly organised and displays strong attention to detail & Strong team working approach

Ability to be independent and resourceful, escalating issues where necessary

Ability to work to strict deadlines with excellent time management skills

Maintains strong relationships with colleagues both within IT and across the wider business

Willingness and aspiration to stay abreast of the latest technology developments

Experience in writing Support documentation

Good Excel experience with strength in using multiple data sources within pivot tables.

Structured planning, organisation and time management skills

Advantageous Qualifications and Experience

Experience working within an ITIL environment

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