Business Application Support Specialist

Business Application Support Specialist

Reporting to the local IS Manager and being an integral part of a worldwide team managing our Business Applications portfolio (including ERP, CRM, APS, etc.), the Business Application Support Specialist will significantly enhance the overall efficiency of LEM's Business Core Processes. This role is critical as we actively modernize our IS landscape, contributing to a more streamlined and effective operational environment.

You will be responsible for providing first- and second-level support for Microsoft Dynamics 365 modules, specifically Finance & Operations, and its integrated systems. This involves close collaboration with various internal customer departments and other IS team members. Your primary goal will be to ensure that incidents and service requests are resolved efficiently, always aligning with Group IS strategy and policies. A key aspect of this role is contributing to the continuous improvement of business application support processes, emphasizing standardization and streamlining across departments in our international setting. We seek a business-oriented team player who thrives in multicultural environments and can effectively bridge the gap between business needs and technical resolutions, particularly within the Microsoft Dynamics 365 ecosystem.

Key Responsibilities

• Provide first and second-level support for Microsoft Dynamics 365 (Finance & Operations, and integrated systems), resolving incidents escalated from business users.
• Troubleshoot and analyze complex application issues, meticulously identifying root causes and implementing effective solutions.
• Collaborate actively with business users and owners, functional consultants, application owners, and technical teams to ensure timely resolution of system issues.
• Monitor system performance proactively to identify potential issues or areas for improvement before they impact operations.
• Support system upgrades, patches, and configuration changes, ensuring minimal disruption to critical business operations.
• Document solutions comprehensively, create knowledge base articles, and contribute to the continuous improvement of support processes.
• Assist in user training and onboarding for new features or modules, ensuring smooth adoption.
• Ensure strict compliance with internal IT policies, data security standards, and change management procedures.

Candidate Profile

To succeed as a Business Application Support Specialist, you should possess:

• Strong knowledge of Microsoft Dynamics 365 modules and architecture.
• Proven experience with LCS (Lifecycle Services) and Azure DevOps.
• Proficiency in troubleshooting, root cause analysis, and incident management methodologies.
• Excellent communication and stakeholder management skills, crucial for an international environment.
• Ability to work effectively in a cross-functional and international team setting.
• A natural and efficient team player mindset.
• Fluency in spoken and written English is a mandatory requirement.
• Experience in an international and/or industrial company is a significant advantage.

Key skills/competency

• Microsoft Dynamics 365
• Finance & Operations
• ERP/CRM Support
• Troubleshooting
• Incident Management
• Root Cause Analysis
• LCS (Lifecycle Services)
• Azure DevOps
• Stakeholder Management
• Business Process Improvement