Job Purpose
Enterprise Applications department is part of the Digital Services function at the MTC, deploying and supporting the enterprise applications used by MTC colleagues.
Dynamics 365 Support analyst role focuses primarily on supporting Microsoft Dynamics 365 systems through incident & request process. Collaboration with applications owners to determine priorities, required capabilities, capture requirements is of essence. This requires a high level of quality communication with users and within Enterprise Applications team.
Further, 2nd level support for Dynamics 365 applications’ user base, ensuring that necessary information or solutions are shared with users of the system - leading to increased maturity of user competence overtime.
Communication
This role requires extensive verbal & written communication skills.
With end users at all levels, in non-technical terms.
With members & management of MTC sales, events & marketing functions.
With Information Systems colleagues.
As well as managing communications to the entire MTC business, in collaboration with Internal Communications department.
Innovation
Identifying how unique end user requirements can be met using standard system functionality.
Identifying solutions which add minimal complexity and support overhead.
Problem solving, troubleshooting and identifying how repeat issues can be avoided or mitigated through monitoring.
Knowledge
Knowledge of Microsoft Dynamics 365 applications (D365 F&O, SCM) at multiple levels, specifically configuration of: workflows, system & user interfaces, business processes and field management.
Skill set to communicate effectively at different levels – from individual users to managers.
Skill set to prepare and deliver training sessions.
Strong coordination skills - organising activities for super users across the business.
Ability to create and manage high quality functional documentation and business analysis skills, ensuring knowledge retention within Enterprise Applications department.
Able to liaise with 3rd parties and implement required changes.
ITIL qualification would be desirable at foundation level.
Person Specification
* Acting responsibly, putting MTC’s interests ahead of personal ambition.
* Providing inspirational leadership to all who come in contact with you.
* Delivering in the broadest sense a great working environment.
* Leading with humility, honesty and integrity in all that you do.
* Promoting teamwork, supporting through difficult times and collectively celebrating our successes.
In addition:
* Work in a structured and organised manner, ensuring prioritisation and clearly recording activity and progress.
* Resilient to outside pressures and ability to maintain focus.
* Great team player aiming to add value and skills to the team as a whole.
* Ensure a positive support experience for end Users.
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