ERP Support Manager Dynamics D365 F&O

The ERP Support Manager is responsible for reviewing and improving ticket resolution processes, Monitor and manage case queue, participate in escalated calls as needed, advise management on situations that may require additional client support or escalation. The candidate will oversee and ensure timely delivery of quality functional and technical support services to the end users by the support team. Work closely with Platform, Product, and Implementation managers to define application systems that support redesign and improve business processes for clients. In parallel the ERP Support Manager will be responsible for maintaining the legacy GP environment so the environment can continue to meet the operating companies’ business needs until the migration to the new MS Dynamics D365 F&O has been completed. He/she will leverage both system and functional expertise to make recommendations for best-practices and assist the technical team with the upkeep of the ERP platform. This role reports to the Director of ERP Systems and is part of the growing ERP Team that support users in both the United Kingdom and the United States and elsewhere.Responsibilities:

• Review complex technical Issues and oversee resolution of those issues
• Lead a smooth transition from the Project Implementation phase to Operations phase for projects and ensure good technical support is provided
• Proactively identify improvement or optimization opportunities based on best practices
• Manage and report on metrics related to the operations, performance, and availability of Dynamics365 F&O and legacy Dynamics GP ERP systems
• Provid 2nd and 3rd level support and business analysis for current ERP systems
• Manage customer relationships by providing support, answering questions, and resolving concerns and issues
• Review and map Microsoft Dynamics business processes, communicate effectively with technical team to speak on system/environment architecture, development, integrations, and overall client requirements
• Communicate with internal and external project managers, portfolio company management, Microsoft, and other partners, on-site and remote development teams, and the extended user community to drive day-to-day initiatives, and research and recommend strategic directions and solutions
• Have familiarity with Multi Legal entity, company consolidation and Centralize payment setup. Work in Multiple company with familiarity on inter-company transactions
• Work closely and communicate with stakeholders and system end users in the operating companies to improve the ERP system usage, uncovering areas for improvement with data in the ERP solution
• Develop knowledge for support staff and train on triage steps
• Review complex Technical Issues and oversee resolution of those issues
• Work as an individual contributor and as part of a team to support client work
• Good analytical skill and functional proficiency in issue resolution and troubleshooting
• Manage small and medium projects according to the company’s PMO framework
• Assist in UAT regression testing for future updates to D365 for Finance and Operations.
• Keep up to date on the latest process and ERP system advancements to automate and modernize
• Assist the team in ongoing development of operational processes, standard operating procedures, training materials and supporting documents
• Assist the post-merger integration team with the development and execution of ERP implementation roadmaps at newly acquired portfolio companies or its entities
• Experience in the development and implementation of SDLC methodologies and best practices
• Ensure the highest quality standards are met in all assignments. Meet or exceed client expectations
• Build professional credibility and foster long-term relationships with client contacts

• Degree in Accounting, Information Technology, Business Administration, or related field required
• Have worked in support engagement with good understanding of Incident management and managing SLA’s.
• Experience working with ticketing systems such as Jira or Zendesk.
• 8+ years’ experience leading data migration activities within Dynamics 365 in a Global ERP environment
• MS certified and having hands-on experience with Microsoft Dynamics D365 Finance & Operations as well as Microsoft Dynamics GP.
• Excellent written and verbal communication skills with ability to interact with all levels within an organization and across multiple geographies
• Good knowledge of Microsoft SQL Server, SQL Server Integration Service (SSIS), and SQL server reporting services (SSRS) a plus
• Strong MS Office skills across PowerPoint, Excel, and Word
• Ability to work independently as well as with a team collaboratively and within deadlines
• Good understanding of accounting
• Participated in all stages of lifecycle of MS D365 implementation projects a plus
• Knowledge of ISV Solution such as Medius, Wipfli ExpenseConnect, Mekorma, Forms Printer, eOne Solutions products, FastPath, Management Reporter, SK Global Software, Avalara a strong plus
• Project management experience desired