Microsoft Dynamics CRM and GP Application Support Administrator

  • Job ID

    18373
  • City:

    Irving
  • State:

    TX
  • Zip:

    75063
  • Industry:

    Engineering
  • Salary:

    -

Job Description

IT Application Support Administrator – Microsoft Dynamics CRM and GP

Job Responsibilities

As an Applications Administrator, you will be responsible for maintaining user uptime and improving user experiences through effective remote problem identification and resolution. You will also be responsible for providing exceptional customer service. You will receive tickets indicating a user support request, and you will identify and resolve issues. You will then provide ongoing technical support and follow up with your internal clients.

Dynamics CRM (Candidates MUST have experience with this platform)

  • Typical Administrative tasks- managing user accounts, assigning security roles, data analysis
  • Training new users via Webinars
  • Customization to the forms/UI, configuration
  • Workflows, custom dashboards

Dynamics GP (Candidates MUST have experience with this platform)

  • Strategically acts as primary GP Systems administrator
  • Preemptively manages all maintenance for GP System and associated / integrated systems such as Key2Act Signature
  • Handles all escalated GP or related systems helpdesk tickets and work with additional team members as needed
  • Acts as Primary Technical Resource for GP and related systems to manage users, security, maintenance, patching, and updating

Additional responsibilities of the role include:

  • Identifying, troubleshooting, resolving, and documenting user system issues
  • Maintaining customer satisfaction in every step of the service delivery
  • Installing, supporting, configuring, evaluating, maintaining, monitoring, and analyzing systems and software in a client network environment
  • Utilizing remote monitoring and management software to resolve client requests
  • Documenting, reviewing, and improving existing or new procedures and workflows
  • Responding to client support request tickets, calls, and emails
  • Assigning ticket severity
  • Updating service work notes
  • Prioritizing work to resolve complex support client issues
  • Establishing a high level of personal credibility and building strong relationships
  • Maintaining ownership of service tickets throughout the life span of the support request
  • Collaborating with other IT staff and vendor support resources to resolve requests
  • Participating in ongoing personal training and attainment of technical certifications
  • Ensuring the security of all configurations made on client systems
  • Providing updates, status, and completion information to management

Job Requirements

As an Application Support Specialist, you will work with applications including Microsoft Dynamics GP and CRM primarily. Additional Applications that will require backup support are FileMaker Pro1, TMW, Appian and PeopleNet. You must have strong troubleshooting and support skills. Stellar communication and customer service skills are essential for this role. You must have the technical skills necessary to support, troubleshoot, and maintain client securities. We are seeking a highly motivated professional who is eager to grow, learn, and gain new skills.

Qualified candidates are highly organized and have superior analytical problem solving abilities. Ideal candidates are team-oriented, entrepreneurial, customer-focused, positive, and committed to excellence. You must be able to work with key personnel across multiple departments to build a shared vision for solutions, and you must possess the ability to learn new technologies quickly.

Additional requirements:

  • Associates or bachelor’s degree, or equivalent combination of training and experience
  • 2 – 3 years of Technical Support experience with Microsoft Dynamics GP and CRM
  • Extender, SmartConnect, SmartLists, Liaison Messenger EDD, LaserFiche, TMW, Appian and PeopleNet experience a plus
  • Ability to work with clients remotely with or without Remote Assistance Software

Key Competencies

  • oral and written communication skills
  • learning skills
  • customer service orientation
  • problem analysis
  • problem-solving
  • adaptability
  • team interaction
  • planning and organizing
  • attention to detail
  • stress tolerance
  • working knowledge of fundamental operations of relevant software, hardware and other equipment
  • knowledge of relevant call tracking applications
  • knowledge and experience of customer service practices
  • related experience and training in troubleshooting and providing help desk support
 

WHAT CANDIDATES SAY ABOUT THIS RECRUITER: I would HIGHLY recommend Scott Heimberg. He called me out of the blue, explained the opportunity in detail, gave me guidance for success prior to each phone interview. He set me up for success, unlike previous recruiters. His level of effort and engagement was truly OUTSTANDING! Gilbert Moore