The D365 Senior Technical Analyst partners closely with D365 Platform Operations Leads to deliver a high-performing, customer-focused support service aligned with agreed service scope and SLAs. This role is responsible for ensuring the stability, maintenance, and continuous optimization of Microsoft Dynamics 365 Finance & Operations (D365 F&O) through effective troubleshooting, user support, system enhancements, and controlled releases.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:
- Provide day-to-day operational support for Microsoft D365 Finance & Operations, including provisioning and termination of system access and roles.
- Respond to and resolve production incidents (performance, access, data accuracy, and system issues) using a structured, methodical troubleshooting approach.
- Ensure incident, request, and defect tickets are managed and resolved within defined SLA targets, maintaining high standards of quality and customer satisfaction.
- Actively manage and report on the operational backlog, providing key performance indicators aligned to service level commitments.
- Conduct root cause analysis for major and critical incidents, implementing resolutions, workarounds, and preventative improvements to reduce recurrence.
- Lead continuous improvement initiatives by developing and enhancing operational processes, procedures, and documentation, collaborating with cross-functional teams for alignment.
- Develop and maintain strong, credible relationships with key IT and business stakeholders, as well as third-party vendors and strategic suppliers.
- Write and maintain custom programs and scripts, and configure ERP applications to support business requirements.
- Analyze existing infrastructure and lead or contribute to system enhancements and optimizations.
- Lead the integration and release of new applications and updates into the existing environment, ensuring service acceptance criteria and operational deliverables are met prior to handover.
- Maintain a comprehensive and up-to-date knowledge base covering application architecture, common issues, support procedures, and FAQs.
- Proactively monitor applications and environments (alerts, performance, system health) to identify and address potential issues before they impact users.
- Support configuration and customization of Production and Sandbox D365 environments using tools such as Lifecycle Services (LCS), Power Platform, and Azure.
- Ensure data quality, integrity, and consistency across enterprise systems by adhering to approved workflows and procedures.
- Understand and comply with Sarbanes-Oxley (SOX) control requirements, supporting audit preparation and remediation activities as required.
- Ensure compliance with company standards, security policies, and operational procedures to safeguard application integrity.
- Stay current on D365 features, updates, and best practices, as well as organizational standards, through participation in change governance forums (e.g., CAB, VMOB).
- Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
- All other duties as assigned
Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by an employee with a disability, unless such accommodation would cause an undue hardship for EVERSANA. If reasonable accommodation is needed to perform the essential functions of your job position, please contact Human Resources.