Overview
You will report to the Applications Platforms Manager and work closely with business stakeholder groups and software platform vendors to support the suite of platform applications. You will execute the IT technology strategy and assist in ensuring that the applications in the platform meet the requirements for Security, Data Protection & Privacy. Providing comprehensive IT support for the functional modules within Microsoft Dynamics 365 Finance and Operations (F&O), along with independent software vendor (ISV) add‑on components, system customisations, and integrations. In addition, you will provide IT support for IBM Cloud Planning Analytics platform, providing technology support for Group Financial Consolidation & Reporting capabilities. Your role will ensure smooth operation and resolve any issues that arise.
Responsibilities
* Provide technical support: first and second‑line support for D365 F&O modules, troubleshooting and resolving issues promptly in line with KPIs and SLAs.
* Collaborate with support partners: triage incidents and coordinate with support partners for D365 ISVs, IBM Controller and Planning Analytics.
* Security user access management: manage and maintain user provisioning & role assignment across finance applications and environments; configure segregation of duties and implement security diagnostics.
* Environment management: operate Lifecycle Services (LCS) for D365 F&O, perform database refreshes and environment configuration.
* User assistance: assist end‑users with system navigation, functionality and best practices.
* System monitoring: monitor the performance of modules and proactively address potential issues; use LCS and Azure Monitor for performance and uptime tracking, monitor batch jobs and troubleshoot failures.
* Operations: operate ongoing processes, including monitoring data input quality, running month‑end system interfaces and conducting month and year‑end system closure processes; manage integrations/ISVs & Azure services such as Azure Key Vault, Logic Apps and other connected services.
* Incident management: log, track and manage incidents using an ITSM tool, ensuring timely resolution.
* System maintenance & change management: test and implement system updates, patches and upgrades; undertake key periodic system upgrades and development with third parties; design system testing and support UAT on new and upgraded functionality using Azure DevOps and LCS for D365 F&O.
* Data management: manage data entities, import/export projects and recurring data jobs; perform setup, configuration, maintenance and development requests for finance systems.
* Process automation: identify opportunities for process automation and develop solutions using technologies such as MS CoPilot, Logic Apps, Power Platform and Azure Integration Services.
* Review changes: adhere to the IT change process, submit to the IT Front Door and/or design authority and relevant approval boards; work with the business and project roll‑out team to implement the change when applicable.
* Documentation: create and maintain detailed documentation of issues, resolutions and processes in a team knowledgebase.
* Training: conduct training sessions for users to enhance their understanding and usage of D365 F&O modules.
* Collaboration: work closely with other IT colleagues and business departments to ensure seamless integration and operation of finance applications.
* Compliance: ensure compliance with company policies, procedures and regulatory requirements.
* Continuous improvement: drive continuous improvement and maintain industry best practices in processes.
* Cross‑functional teamwork: work within a cross‑functional team, understanding the impact of processes and the flow to the next process.
* User support: collaborate with End/Key User Product Owner, SME and finance business partners to support during go‑live and business as usual.
* Post‑deployment support: support the business after deployments and during hyper‑care/rollouts.
* Stay updated: stay up to date with new process and/or functional requirements.
Qualifications
* Experience in ITIL or industry standard ITSM practices (Service Design, Service Transition, Service Operation, Continual Service Improvement) is an advantage; if absent, personal development & training will focus on these skills & processes.
* Experience using ITSM tooling such as ServiceNow, HaloITSM, ZenDesk is an advantage.
* Proven ability to be a self‑starter, open to working in a fast‑paced and dynamic environment.
* Good communication skills at all employee levels.
* Specific experience in live entertainment or sports industry ticketing and a passion for the arts & creative industries is an advantage.
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