Job Description :
Greetings from Intelliswift, We have immediate Job opportunity for MS Dynamics Business Analyst and System Administrator @ West Palm Beach FL. Please find check the below job description. If you’re interested on the below position please revert back to me with updated resume.
Title: MS Dynamics Business Analyst and System Administrator
Location: West Palm Beach FL
Duration: Contract
Description:
The North America Development and Support team has a great opportunity to work as a MS Dynamics Administrator and Business Analyst in rollout of our OTIS Global Service Systems GSS for the Americas with a user base of 5000 users, spanning across 2 Countries and over 180 OTIS Branches. This candidate will be part of the GSS Support and Rollout team in charge of the rollout and support of the GSS products.
Essential Function & Responsibilities:
The role will be in charge of defining standard work and documentation for the L1 and L2 local and global teams to follow, create KPI''s and user adoption metrics, define nonfunctional requirements and train our onsite and offshore support teams on the standard work necessary to provision users, triage tickets, and product monitoring. This role will be essential for a "white globe” rollout service as the main point of contact to quickly resolve incidents during critical rollout deployment periods.
Position requires an individual with knowledge and experience working with business processes and MS Dynamics applications, plug-ins, system processes, RBAC. The Microsoft Dynamics Admin and Business Analyst will work with the project team in rolling out the GSS platform and create all the operational services and SLA''s needed for to ensure customer satisfaction and expectations. In addition, here are some of the other responsibilities:
Work with offshore and onshore teams in the development, maintenance and support of CRM customizations.
Create CRM services needed for the operation of the CRM platform.
Provide processes and procedures necessary to meet operational project requirements and non-functional requirements.
Work with developers in the resolution of production incidents as well as handling all service requests.
Identify, document and transition, configuration items, assets, testing scripts to the OTIS Dynamics Support team.
Coordinate all the activities and report on product incidents and risks on a weekly basis.
Create and deliver documentation as necessary to ensure proper use of changed and newly implemented processes.
Track SLA''s and OAL''s and report progress as well as plans to reduce ticket inflow and backlog.
Make software configuration changes to support business processes.
Assist CRM Project Manager in status reporting and project milestone tracking.
Assist in coordinating project activities and deliverables across other team members.
Effectively plan and conduct transition activities of newly implemented functionality to appropriate teams
Provide best practices and risk analysis and recommendations/remediation plans.
Ensure BCP''s are aligned with DR''s plans.
Provide direct support to end users.
Education - Experience - Certifications - Licenses - Registration Requirements:
A Bachelors in the Computer Science or related domain. Masters preferred
Minimum of 3-5 years of experience in a Business Analyst role.
3-5 Years of direct experience with enterprise MS Dynamics Online applications 2015 and greater.
Experience on large scale Dynamics deployments and administration.
Deep understanding of MS Dynamics Online platform (not coding)
Ability to document As Is processes and work with business units to develop To Be processes
Work with business teams to gather and understand detailed functional requirements
Work closely with IT teams to ensure Dynamics designs are aligned with business objectives, understand the basic constructs of Dynamics: roles, solutions, entities, workflows, and plug-ins.
Assist in converting requirements into designs / configurations for CRM
Provide post-implementation support for implemented solutions
Bachelor''s degree in business or computer science required
Previous experience with CRM and ERP systems
Good understanding of Marketing, Sales, and Customer Service processes
Demonstrated organizational skills in terms of project management, meeting facilitation and definition of solutions with the business.
Strong interpersonal communication skills (verbal and written), including the ability to articulate business solutions. Person must also have the ability to communicate with technical teams to develop and configure solutions.
Strong competency in basic Microsoft office applications as well as Jira, VSTS, Visio, and MS Project.
Some Travel is required.
Good understanding of ITIL practices, certification preferred.
Agile/Lean practice understanding, certification preferred