Sr. Enterprise Apps Support Analyst - Tampa, FL

Essential Functions:

• Field incoming incidents and problems from end-users to resolve enterprise application and software issues
• Fulfill end-user service requests for the enterprise suite of applications
• Prioritize, schedule, and administer all instances where enhancements and defect resolution are required
• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
• Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders
• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved
• Maintain and enhance performance of all new and existing enterprise software and applications across the organization
• Identify and learn enterprise software applications used and supported by the organization
• Coordinate with department heads to assess departmental enterprise application training needs and ensure objectives are met
• Support the testing of new and existing software applications under development or consideration for purchase
• Create and deploy feedback mechanisms for end users. Analyze results, make recommendations for support process improvement, and implement changes
• Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems
• Lead post-implementation or release hypercare support and communicate schedule changes in releases to end users
• Work in collaboration with business owners and leaders to provide ongoing review and support of ERP, CRM, and key business system processes to ensure the business maintains and improves the use of the delivered business solution
  • Conduct post-implementation audits
  • Continue to identify optimization opportunities for processes and systems usage
  • Support issue/incident resolution
  • Provide support for assessment and requirements for business-requested changes
• Keep current with knowledge and expertise critical for success; attend training sessions, workshops, and other learning opportunities to increase related knowledge and other applicable skills (e.g., documentation, test case development, change management, communication, or leadership)
• Travel as needed, typically less than 25%, to support the enterprise application users within the region
• Be flexible to work different schedule based on needs

Qualifications

Education:

• Bachelor’s Degree in Computer Science, MIS, Computer Technology, or a related field or equivalent experience
• System certifications in the following areas are a plus: D365 CE, D365 ERP Finance and Operations, etc.
• Technical certifications in the following areas are a plus: Microsoft Power Automate, PowerApps, etc.
• Training on IIBA BABOK a plus
• Project Management training from PMI or PMP certification is a plus
• Information Technology Infrastructure Library (ITIL) training and certification are a plus

Experience:

• Minimum of six (6) years of experience in the information technology field, with at least four (4) years’ experience supporting or implementing business systems, including ERP, CRM, etc
• At least four (4) years of experience supporting or managing enterprise applications, including ERP, CRM, etc., preferably Microsoft Dynamics 365 Finance and Operations and Customer Engagement
• Prior experience implementing enterprise applications, including ERP, CRM, etc., preferably with Microsoft Dynamics 365 Finance and Operations or Customer Engagement, with at least three (1) full end-to-end implementation
• Experience in a business role is a plus
• Experience in a global multi-site manufacturing company is a plus
• Experience with at least one entire life cycle ERP migration project, preferably with Microsoft Dynamics 365 Finance and Operations
• Experience working in a team-oriented, collaborative environment
• Experience with building and maintaining databases for query and problem-tracking
• Proven experience with troubleshooting principles, methodologies, and issue-resolution techniques

Functional Success Drivers: These competencies are what we require for an individual to be successful in this role.

• Communication
• Problem-Solving
• Analysis Skills
• Tenacity
• Resourcefulness
• Listening