Role Overview:
Are you a proactive and skilled Application Support Specialist with a knack for resolving CRM and business system issues? We are looking for a dedicated professional to join our team and take the lead in managing and supporting our CRM system (MS Dynamics), Student Management System, and their integration with other business systems. Key Responsibilities:
Issue Resolution: Lead the resolution of process and functional issues for business users related to the CRM system (MS Dynamics) and Student Management System. Ticket Management: Triage and complete tickets in the Application Support ITSM queue, ensuring adherence to SLA’s. Quality Maintenance: Maintain the quality of IT services and products. Training Development: Develop training literature and materials to streamline processes. Stakeholder Facilitation: Facilitate discussions amongst stakeholders and document requirements to provide data-driven recommendations. Project Assistance: Assist with Application Systems Projects. Reporting: Report to business leaders and stakeholders. Intelligence Gathering: Gather intelligence from corporate executives and middle managers about needs and future growth. Responsibilities:
Daily Support: Support the day-to-day functions of ERP/CRM (MS Dynamics), Student Management System, and other applications. System Updates: Assist with Applications system updates. IT Service Support: Support the IT service, its underlying infrastructure, and users across the business. Product Rollover: Assist with Product Rollover associated with the CRM (MS Dynamics). Documentation: Ensure systems documentation is maintained to the highest standard. Technical Liaison: Act as the technical liaison for all Application systems. Supplier Management: Assist with the management of external suppliers for Application systems, including production of specifications, escalations, and BAU. Project Activities:
Support and Delivery: Provide support, design, delivery, implementation, and support to IT, meeting tight deadlines and specified quality criteria. Upgrades and Services: Support the specification and implementation of new upgrades and services of Applications, including new applications, hardware, software, system upgrades, and rollouts. Project Collaboration: Work with Project teams composed of users and IT staff from various sites to deliver successful projects on time and within budget. Technical Leadership and Strategic Functions:
Technical Queries: Work closely with the Infrastructure and Applications Manager on all technical queries for Applications. Excellence and Capability: Foster excellence and technical capability within the appropriate technology group. Training and Mentoring: Train and mentor BAU IT staff to improve their technical capabilities. IT Strategy Contribution: Actively contribute to the Group’s IT strategy. Future Planning: Maintain a future perspective on changes within the appropriate technology areas and contribute to future IT recommendations. Person Specification:
Demonstrable Experience:
Technical understanding of Microsoft Dynamics, Business Central, and ISAMS. Positive attitude and enthusiasm. Strong communication skills, both written and verbal. Ability to organise meetings and prepare clear documentation. Ability to work independently and as part of a team. Desirable Requirements:
Understanding of SQL Server configuration principles, backups, maintenance, database structures, Always-On, and SQL query. Exposure to Microsoft Dynamics 2016, Business Central, and ISAMS. Previous experience in the Education sector. Knowledge of Cloud services – Dynamics 365. Behaviours:
Effective consultation and communication skills. Excellent people skills. Pragmatic and flexible approach. Attention to detail. Honest, open, and inclusive personal style. Professional, mentally resilient, and calm under pressure. Excellent analytical and troubleshooting skills. Takes ownership and looks for solutions. Goes the extra mile and follows up. ‘Can-do’ attitude.
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Are you a proactive and skilled Application Support Specialist with a knack for resolving CRM and business system issues? We are looking for a dedicated professional to join our team and take the lead in managing and supporting our CRM system (MS Dynamics), Student Management System, and their integration with other business systems. Key Responsibilities:
Issue Resolution: Lead the resolution of process and functional issues for business users related to the CRM system (MS Dynamics) and Student Management System. Ticket Management: Triage and complete tickets in the Application Support ITSM queue, ensuring adherence to SLA’s. Quality Maintenance: Maintain the quality of IT services and products. Training Development: Develop training literature and materials to streamline processes. Stakeholder Facilitation: Facilitate discussions amongst stakeholders and document requirements to provide data-driven recommendations. Project Assistance: Assist with Application Systems Projects. Reporting: Report to business leaders and stakeholders. Intelligence Gathering: Gather intelligence from corporate executives and middle managers about needs and future growth. Responsibilities:
Daily Support: Support the day-to-day functions of ERP/CRM (MS Dynamics), Student Management System, and other applications. System Updates: Assist with Applications system updates. IT Service Support: Support the IT service, its underlying infrastructure, and users across the business. Product Rollover: Assist with Product Rollover associated with the CRM (MS Dynamics). Documentation: Ensure systems documentation is maintained to the highest standard. Technical Liaison: Act as the technical liaison for all Application systems. Supplier Management: Assist with the management of external suppliers for Application systems, including production of specifications, escalations, and BAU. Project Activities:
Support and Delivery: Provide support, design, delivery, implementation, and support to IT, meeting tight deadlines and specified quality criteria. Upgrades and Services: Support the specification and implementation of new upgrades and services of Applications, including new applications, hardware, software, system upgrades, and rollouts. Project Collaboration: Work with Project teams composed of users and IT staff from various sites to deliver successful projects on time and within budget. Technical Leadership and Strategic Functions:
Technical Queries: Work closely with the Infrastructure and Applications Manager on all technical queries for Applications. Excellence and Capability: Foster excellence and technical capability within the appropriate technology group. Training and Mentoring: Train and mentor BAU IT staff to improve their technical capabilities. IT Strategy Contribution: Actively contribute to the Group’s IT strategy. Future Planning: Maintain a future perspective on changes within the appropriate technology areas and contribute to future IT recommendations. Person Specification:
Demonstrable Experience:
Technical understanding of Microsoft Dynamics, Business Central, and ISAMS. Positive attitude and enthusiasm. Strong communication skills, both written and verbal. Ability to organise meetings and prepare clear documentation. Ability to work independently and as part of a team. Desirable Requirements:
Understanding of SQL Server configuration principles, backups, maintenance, database structures, Always-On, and SQL query. Exposure to Microsoft Dynamics 2016, Business Central, and ISAMS. Previous experience in the Education sector. Knowledge of Cloud services – Dynamics 365. Behaviours:
Effective consultation and communication skills. Excellent people skills. Pragmatic and flexible approach. Attention to detail. Honest, open, and inclusive personal style. Professional, mentally resilient, and calm under pressure. Excellent analytical and troubleshooting skills. Takes ownership and looks for solutions. Goes the extra mile and follows up. ‘Can-do’ attitude.
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