D365 Support Analyst

Position Summary

The D365 ServiceNow support role is responsible for assisting users with questions and problems concerning D365 daily support request. This role will be the first point of contact for D365 related issues and will be responsible for the initial triage and providing prompt resolution and/or escalation. The ideal candidate will have strong problem-solving skills, excellent communication abilities, and a proactive attitude, which will align successfully in the organization.

Key Responsibilities

• Responding to customer support queries, logged via Service Now
• Provide daily help desk support, including ticket routing and user account management (D365, email, security roles, first level user support)
• Performing timely recognition, isolation, resolution and follow-up of tickets
• Proactively Investigating Support calls and managing them through to completion
• Communicating with users and 3rd Party suppliers if needed
• Managing SLA’s (Service Level Agreements)
• Follow up with customers to ensure satisfactory service
• Resolve issues while adhering to protocol and escalation procedures

Qualifications & Experience

Required

• 3+ years of experience with Microsoft Dynamics 365 – including but not limited to General Ledger, Accounts Receivable, Accounts Payable, Supply Chain, Project Management and Accounting, System Administration
• Experience with help desk support
• Understanding of D365 system administration
• Experience with Service Now ticket management

Preferred

• Strong knowledge of Microsoft Workflows & Power Automate
• Understanding of Microsoft Power Platform
• Understanding of Microsoft Power BI

OUR CULTURAL BELIEFS:

Patient Minded I act with the patient’s best interest in mind.

Client Delight I own every client experience and its impact on results.

Take Action I am empowered and empower others to act now.

Grow Talent I own my development and invest in the development of others.

Win Together I passionately connect with anyone, anywhere, anytime to achieve results.

Communication Matters I speak up to create transparent, thoughtful and timely dialogue.

Embrace Diversity I create an environment of awareness and respect.

Always Innovate I am bold and creative in everything I do.

Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.

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