at Crowe LLP in Chicago, Illinois, United States
Job Description
Your Journey at Crowe Starts Here:
At Crowe, you have the opportunity to deliver innovative solutions to today's complex business issues. Crowe's accounting, consulting, and technology personnel are widely recognized for their in-depth expertise and understanding of sophisticated process frameworks and enabling technologies, along with their commitment to delivering measurable results that help clients build business value. Our focus on emerging technology solutions along with our commitment to internal career growth and exceptional client value has resulted in a firm that is routinely recognized as a "Best Place to Work." We are 75 years strong and still growing. Come grow with us!
Job Description:
Microsoft Dynamics 365 Support Manager
Crowe's expertise in implementing and supporting Microsoft Dynamics in the Steel Industry is second to none and with an increasing number of customers going live.
The Support job is to oversee and ensure timely delivery of quality functional and technical support services to the end users by our support team, in concert with our client's internal Helpdesk team. This requires knowledge of the Microsoft Dynamics 365 software and effective personnel management skills.
We are utilizing state of the art ITSM (Service Now, VSTS) technology to log and manage all support requests and incidents. We expect you to coordinate the support cases across all levels (L1-L3) and ensure that agreed service levels are achieved. You will be responsible that the staff meets and exceeds expectations regarding requirements, performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service.
Responsibilities:
The main activity of a Crowe Support Manager is the coordination with the user community through the customer's internal helpdesk. As such your activities are a combination of the following tasks:
Oversee, manage, and coordinate all Microsoft Dynamics 365 Finance and Supply Chain Management requests, incidents and problems that are logged in our ITSM
Experience supporting Microsoft Dynamics Dynamics 365 Finance applications
Be personally involved in all urgent and complicated support issues
Function as an escalation point for all requests and incidents
Manage all escalation processes with all parties involved
Determine root cause of issues an communicate appropriately to all parties involved
Train, coach, and mentor assigned Support Team Members, and advice on their Career development activities
As needed, schedule employees working times and provide backup support
Assist in case transfer between teams (i.e., Local team to international team)
Create weekly, monthly, and quarterly reports based on KPI's and SLA's
Ensure our Service Desk system is the single source of truth for all logged cases.
Review and improve ticket resolution processes
Monitor and manage case queue
Participate in escalated calls as needed
Advise management on situations that may require additional client support or escalation.
Manage process for communicating outage/emergency activities to the organization.
Manage ISV relationships as it depends on daily operational needs.
PO review and approval/budgeting responsibility.
Review survey feedback to improve services, tools, and support experience.
Keep confidential all applicant, client, and verificationand company proprietary information.
Qualifications:
5+ years of application support management experience
Exceptional knowledge of Dynamic 365 ecosystem of applications: D365 Finances & SCM
Proven experience managing/supporting MS Dynamics 365 for Finance and Field Service a plus.
Experience providing support Supply Chain, Advanced Warehousing, Production, User Security and Data Management preferred
Strong problem-solving skills and experience collaborating on Incident, Problem, and Change/Release Management.
Excellent communication skills in English.
Experience working with 3rd party service providers and vendor governance.
Proven track-record in incident management and have worked previously in an ITIL/ITSM role.
Ability to lead/ direct diverse team (SMEs, Functionals, Technical specialists).
Willingness to learn new technologies and investigate complex problems.
Available to work during the hours of 10AM - 8PM ET (some flexibility)
Bachelor's degree
This position requires a minimum of 10% travel.
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Our Benefits:
At Crowe, we know that great peopleare what makes a great firm. We value our people and offer employees a comprehensive benefits package. Learn more about what working at Crowe can mean for you!
How You Can Grow:
We will nurture your talent in an inclusive culture that values diversity. You will have the chance to meet on a consistent basis with your Career Coach that will guide you in your career goals and aspirations. Learn more about where talent can... For full info follow application link.
EOE M/F/D/V
