Application Support Specialist

About the postion

The Application Support Specialist is responsible for the successful operations of internal business application support for enterprise systems. The ideal candidate will have a strong business knowledge of finance and D365 F&O in order to provide direction to resources for our most critical system. The position will oversee the support operations; lead the change management process; ensure audit and policy compliance; and provide leadership for the upgrade and release cycles.

They will partner closely with key stakeholders across the lines of business and technology teams to balance production stability with customer needs. The Enterprise Applications support team is critical to the day to day operations of our business and requires a highly dedicated individual who can take ownership, provide procedural and functional support to various teams, and internal stakeholders.

The ideal candidate for this role is a dynamic individual with excellent communication skills, who is able to adapt verbiage and style to the audience at hand and deliver critical information in a clear and concise message. The candidate must be a strong analytical thinker, with business acumen and the ability to assimilate information quickly, with a solution-based focus on incident and problem management.

Flexibility to meet with resources in multiple time zones is critical for success and the candidate will be able to set a work schedule that accommodates this flexibility. This is a full-time remote position with no in-office work requirement. Limited travel required. All travel is flexible.

• Incident Management, Event Management, Change Management, Service Management and Problem Management processes associated with our internal business application systems and support.
• Generally accountable for the delivery of a full range of services to one or more businesses/geographic regions
• Show leadership for any critical production issues and manage all the corresponding teams in working towards a fix while ensuring minimal customer impact.
• Assures adherence to all support process and tool standards and work with Management to create new and/or enhance processes to ensure consistency and quality in “best practices” across the overall support program.
• Drives continued cost reductions and efficiencies across the portfolios supported by means of Root Cause Analysis reviews, Knowledge management, Performance tuning, and user training.
• Analyze upcoming changes into production, review all the necessary documents and support implementation efficiencies.
• Ensure that all customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments.
• Meet regularly with support and business leads across all regions to review outstanding issues, service status and service quality.
• Applies in-depth understanding of the business impact of technical contributions.
• Provide leadership for quarterly upgrades and releases including backlog planning, sprint reviews, DevOps task management and business communications.
• Contribute to a regional focused business environment encouraging information sharing, team-based resolution activity, cross training and an absolute focus on updating customer incidents as quickly and effectively as possible.
• Provide leadership and direction for a team of professionals.
• Involved in short- to medium- term planning of actions and resources in own area.
• Improve the service level the team provides to our end users, which includes maximizing operational efficiencies, strengthening incident management, problem management and knowledge sharing practices.
• Formulate and implement a framework for managing capacity, throughput and latency.
• Define and implement application on-boarding guidelines and standards.
• Provide service quality reporting and metrics to leadership.
• Monitors service SLAs
• Work with regional IT leads to support service desk changes and provide team leadership to support resources for development.