Lead Application Support Engineer

Company Overview:

When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones – First Choice for IT.TM 

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.

Position Overview:

The Lead Application Support Engineer is responsible for supporting the D365 application users.

The position focuses on Tier1 user support in D365 CE and FnO applications. The position act as the Second point of contact for application user for any issue or challenge.

What you’ll do as the Lead Application Support Engineer:

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Extensive experience with Dynamics 365 Finance and Operations and/or Customer Engagement, whether as an end-user, support role, or developer.
• Mastery of order-to-cash (O2C) and procure-to-pay (P2P) processes, with comprehensive knowledge in areas such as sales order management, pricing, finance, O2C, P2P, and tax.
• Exceptional troubleshooting skills, with the capability to apply learned solutions to new challenges and a meticulous attention to detail.
• Oversee the support playbook and continuously seek advancements in automation and issue prevention.
• Proficient in developing new runbooks or modifying processes based on data-driven decisions.
• Ensure quality checks on knowledge base articles for future reference and maintain quality control on ticket closure.
• In-depth understanding of key support metrics and KPIs.
• Advanced SQL skills for writing queries.
• Adept at learning business processes and application functionality.
• High proficiency in D365 Finance and Operations and Customer Engagement modules.
• Record, resolve, and escalate support issues as necessary.
• Conduct thorough Root Cause Analysis (RCA) on critical issues.
• Lead scrum meetings and ensure delivery of high-quality fixes with effective sprint planning.

What you will bring to the team:

• BE/ BA/BS in Computer Science, or in any related field
• 7-12 years required of experience in D365 user or as a support role.
• Knowledge on CICD/Devops, SDLCs, QA methodologies is added advantage.
• Exp in EDI is must.
• Knowledge on Azure , Monitoring, Observability is added advantage.
• Fast learner and good problem-solving skills
• Good oral and written communication skills
• Ability to manage multiple users and systems
• Team player & Consider it done mindset.
• Background in D365 F&O and CE preferred

Zones offers a comprehensive Benefits package.

While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own teams. We offer a competitive compensation package where our team members are rewarded based on their performance and recognized for the value, they bring into our business. Our team members enjoy a variety of comprehensive benefits, including Medical Insurance Coverage, Group Term Life and Personal Accident Cover to handle the uncertainties of life, flexible leave policy to balance their work life.

At Zones, work is more than a job – it's an exciting careers immersed in an inventive, collaborative culture. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.