Senior Support Analyst, Dynamics 365

ROLE DESCRIPTION SUMMARY

The senior Support Analyst is responsible for supporting the CRM Delivery Users, focused on the Microsoft Dynamics 365 environment. The incumbent will play an important role in our common CRM platform supporting new, common processes across the SES community.

This is a technical support role. The incumbent will be responsible for delivering high quality support and on Microsoft Dynamics 365, Microsoft Azure, and other peripheral applications supporting the Marketing, Commercial Operations, Sales, and SES Global Services teams. The technical competencies are critical, but understanding of the business processes supported, challenging design and approach are key for this team which is aligned very closely with the business units supported. This is a implementation of Microsoft Dynamics 365 for Customer Sales in the cloud. This solution is highly integrated via web services, to applications both in the cloud and on premises. A good understanding of the interfacing technology is critical to many of the functional enhancements you will be supporting.

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

COMPETENCIES

Excellent analytical and problem-solving skills
Mindset focused on helping others to succeed\mentoring (there will be more junior members joining over time)
Ability to work autonomously as well in collaboration with other members of the team with minimal supervision with a commitment to KPI`s
Service and customer-centric mindset
Proactively identifies ways to contribute to the team and wider SES goals. Shows the ability to motivate self, complete tasks and achieve goals.
Accountability: holds self and others accountable for individual and team results. Accepts responsibility for mistakes. Uses resources in an efficient way. Shows honesty and truthfulness.
Excellent communication and presentation skills, both in writing and verbal. Able to communicate written and verbally with proficiency and able to explain problems to developers as well to the end users with the proper narrative and level of detail to make them understanding.
Ability to understand business requirements and work towards solutions.
Openness for new technologies, ability to learn them quickly, and readiness for change.

QUALIFICATIONS & EXPERIENCE