- Contribute towards a working environment that represents "one sa.global" where everyone is seen as an equal, and equality and diversity is championed
- Interact with a wide variety of colleagues, customers, and stakeholders at all levels with respect, courtesy, and professionalism
- Come as you are, make work fun \& others successful, and foster an always learning mentality
Position Overview Areas of Responsibility
- Provide hands-on support, troubleshooting, and consultancy for D365 CE in response to client requests within Service Level Targets (SLTs)
- Collaborate closely with customer stakeholders to enhance their use of D365 CE, applying best practices in support and service delivery
- Proactively identify, analyze, and resolve issues and risks to minimize disruption for clients
- Collaborate with team members as part of a global division
- Recommend improvements to internal support methodologies and processes, along with proposed solutions
- Contribute to the analysis, development and implementation of opportunities for additional service offerings or enhancements that can benefit clients
- Liaise with Microsoft and ISV partners to address any technical issues relevant to client support or services
- Commit to ongoing professional development, pursuing relevant certifications when necessary
- Maintain a professional and positive representation of the business in all interactions
Technical Responsibilities
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Functional support for live support cases; ensuring customers are kept up to date regarding progress, recording all customer related information on the relevant portals
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Perform routine checks on applications/software environments and report findings to senior members of the team
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Assisting with maintenance, development and improvements to sa.global internal systems and client systems
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Customize and configure the D365 CE platform using various tools and technologies including but not limited to Power Apps, Power Automate (formerly Microsoft Flow), Power BI and Dox42
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Experience of Dual-Write is essential.
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Extend the functionality of D365 CE by creating custom entities, attributes, relationships, and business rules to meet the specific business requirements of the organization
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Conduct unit testing and debugging of customizations to ensure that they meet the specified requirements and are free of defects
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Create and maintain technical documentation, including technical design documents, code documentation, and deployment instructions
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Ability to generate solution design documents and provide costed estimates for new work
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Ensure that all customizations and developments adhere to security and compliance standards, including data protection and access control
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Collaborate with functional consultants, business analysts, and other stakeholders to understand business requirements and translate them into technical solutions
Skills and Experience
- Demonstrated experience in D365 CE products
- Strong understanding of industry-standard business processes as supported by D365 CE
- Experience in managing complex support scenarios
- Confident in delivering user support and consultancy tailored to client needs
- Attention to detail and a strong commitment to delivering high-quality solutions to clients
- Versatile experience across various industries
- Proven ability to analyze and solve complex problems with innovative solutions
- Self-directed and capable of managing multiple priorities effectively
- Excellent client-facing skills with the ability to maintain composure under pressure
- Strong focus on client satisfaction and ensuring a positive client experience
- Proficient in business analysis and understanding client requirements
Education
- Bachelor's degree in Information Technology or equivalent professional qualifications
- Relevant Microsoft certifications are preferred
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