Ensure availability, integrity, and security of ERP services in line with operational level agreements.
Provide expert support for Microsoft Dynamics 365 modules and related business applications.
Manage incidents, service requests, problems, and changes within the ITIL framework, performing functional analysis and collaborating with technical teams for resolution.
Support end users through training, user acceptance testing, and clear communication to improve adoption and effective system usage.
Maintain accurate records, operational procedures, and up-to-date documentation, including a knowledge base.
Track KPIs and recommend process improvements in collaboration with Business Systems Analysts.
Actively identify opportunities to optimize workflows, ticket handling, and communication within the ERP support team.
Contribute to root cause analysis of recurring issues and promote continuous improvement.
Serve as a knowledge backup for other ERP modules and related systems, ensuring effective collaboration across teams.

Requirements:

Associate, Bachelor’s, or Master’s degree in Informatics, Economics, Finance, or another relevant field.
Minimum 3 years of experience in business applications support.
At least 3 years of experience in supporting, rolling out, maintaining, upgrading, and customizing Dynamics 365 Finance & Operations or other ERP systems.
Strong knowledge and proven track record in Dynamics 365 module implementation and support.
Solid understanding of ERP best practices, workflows, and ITIL processes.
Strong analytical and problem-solving skills with the ability to work under pressure.
Effective communication skills, collaborative mindset, and ability to adapt in multicultural environments.
Fluent spoken and written English; additional languages such as French, Spanish, or Arabic are an advantage.

ITIL 4 Foundation certification and Microsoft Dynamics 365 certifications are preferred.
Knowledge of Microsoft Power Platform and Common Data Service is an advantage.