D365 Support Consultant

PURPOSE OF THE ROLE
You will play a vital role in D365 F&O or CE Support, taking responsibility for providing prompt and professional 2nd Level Support to the HSO Customer base according to SLA and Customer Contractual requirements.
REPORTING LINE
As part of the Support Team, you will report to a Support Team Lead.
JOB FUNCTION

• Ensure all support tickets are effectively managed with minimum disruption to the client.
• Support issues are responded to and resolved/plan established within agreed timescales.
• Provide regular feedback to customers regarding the progress of support ticket status.
• Test own allocated developments/fixes before delivering to customers.
• Take responsibility for the successful Support Delivery to a number of your owned ‘key accounts’.
• Build great relationships and become a Trusted Advisor to your owned customers.
• Work as part of a the wider Managed Services team.
• Participate and engage in cross team knowledge transfer to ensure best use of staff resources and inter-departmental growth and development across various Industry teams and Service Lines.
• Contribute to HSO\’s knowledge base by documenting and participating in internal training and knowledge-sharing programs.

Requirements
Essential

• Dynamics AX or D365 Finance & Operations configuration experience.
• Must have a logical mind set and the ability to trouble shoot complex issues.

Desirable

• One or more specialist Microsoft Dynamics 365 competency would be a distinct advantage
• Manufacturing/Production knowledge
• Retail/Commerce
• Finance /Projects
• Supply Chain Management
• Service Management
• Asset Management
• Professional Services
• Technical knowledge including SQL Server, Performance investigation, SSRS reports, Logic Apps, Azure, BI Services.
• ITIL Certification.

PERSONAL QUALITIES

• Excellent communication and customer interaction skills.
• Ability to work under pressure and meet agreed targets.
• Learn and keep up to date with industry-specific functionalities within D365 F&O or D365 CE relevant to customer engagements.
• Demonstrate a collaborative, supportive, and inclusive attitude on Support Projects.
• Self-motivated individual.

LOCATION
Our offices are based in Sale (Manchester), Reading or Glasgow.
This role is a Hybrid Working role working mostly remote and meeting once per month in our Manchester office.
HOURS
Normal office hours are 0900 to 1800. (With one hour for lunch)
There may also be occasions when you will be required to work at other times:
You may be asked to assist with covering the Service Desk Standard hours of Monday to Friday 08:00-18:00.