Assistant Manager- IT Systems Analyst

Job Responsibilities

• Take ownership of the technical workflows underpinning Microsoft Dynamics 365 CRM, FSM (Field service Management) and ERP systems.
• Execute system updates, configuration changes, and workflow modifications across Microsoft CRM, FSM (Field service Management) and ERP platforms without reliance on external developers.
• Support the onboarding and offboarding process by configuring user accounts, permissions, and access rights within Dynamics 365 and Capital systems.
• Reassign organisation units within the applications to align with changing business requirements, ensuring proper hierarchy and structure.
• Collaborate with end users to adjust views and personalise interfaces within Dynamics 365 and Capital, enhancing user experience and optimising productivity.
• Assist in reassigning reporting lines and updating organisational charts within the systems, reflecting changes in personnel and management.
• Manage and resolve support tickets promptly and efficiently, providing technical guidance, troubleshooting steps, and resolutions to users' application-related problems.
• Conduct thorough investigations of reported issues, analyse data, identify root causes, and propose appropriate solutions or workarounds
• Work closely with the Operations team to escalate complex technical issues and coordinate efforts for timely resolution
• Document support requests, troubleshooting steps, resolutions, and best practices to build a comprehensive knowledge base for future reference
• Actively participate in upskilling initiatives to enhance your knowledge of Dynamics 365, Capital, and other relevant business applications.
• Focus on implementing and improving documentation practices to ensure accurate and accessible resources for application support.
• Managing data collection, performing quality checks, and building Power BI dashboards
• Maintaining accurate asset registers and coordinating with the Managed Service Provider

Person Specifications

• Experience in Microsoft Dynamics 365 is a Mandatory Requirement
• Previous experience in IT support, preferably in a technical support help desk or application support role.
• Advanced understanding of business applications and their functionalities (Familiarity with Microsoft Dynamics modules such as CRM and Business Central is essential)
• Strong analytical and problem-solving skills, with the ability to investigate and resolve application-related issues efficiently.
• Excellent communication skills, both written and verbal, to provide clear and concise technical guidance to end users.
• Ability to work collaboratively with cross-functional teams and manage multiple priorities in a fast-paced environment.
• Willingness to learn and develop skills in business application support, including Dynamics 365 and Capital.
• Completed a Bachelor’s Degree or Master’s Degree in IT
• Completed or Following a Professional Qualification in CPA /ACCA /CIMA /CMA /AAT /CA will be an added advantage