Senior Application Support Engineer

Position Overview :

The Senior Application Support Engineer is responsible for supporting the D365 application users.

The position focuses on Tier1 user support in D365 CE and FnO applications. The position act as the Second point of contact for application user for any issue or challenge .

What you ll do as the Senior Application Support Engineer  :

The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Proven experience with Dynamics 365 Finance and Operations and / or Customer Engagement, either as an end-user, support role, or developer.
• Expertise in order-to-cash (O2C) and procure-to-pay (P2P) processes, with in-depth knowledge in areas such as sales order management, pricing, finance, O2C, P2P, and tax.
• Strong troubleshooting skills, with the ability to apply learned solutions to new issues and a keen attention to detail.
• Responsible for governing the support playbook and continuously seeking improvements in automation and issue prevention.
• Capable of developing new runbooks or modifying processes based on data-driven decisions.
• Conduct quality checks on knowledge base articles for future use and ensure quality checks on ticket closure.
• Comprehensive understanding of key support metrics and KPIs.
• Intermediate to advanced SQL skills for writing queries.
• Proficient in learning business processes and application functionality.
• Good to moderate proficiency in D365 Finance and Operations and Customer Engagement modules.
• Record, resolve, and escalate support issues as necessary.
• Perform detailed Root Cause Analysis (RCA) on critical issues.
• Lead scrum meetings and deliver high-quality fixes with effective sprint planning .

What you will bring to the team :

Skills Required

Sales Order Management, Pricing, Finance