Increasing the ranks of shareholders within our labor force is one of our top goals as a corporation. We’re excited that you’ve chosen to explore a career with Doyon.
JOB SUMMARY: The Support Consultant – Dynamics GP and Dynamics 365 Business Central (BC) role will primarily focus on providing functional application support services for Dynamics GP, D365 BC, and Sparkrock solutions for our Clients. This work will include troubleshooting and resolving reported issues with configurations, data, functional software, business processes, and general how to questions. This role will also participate in providing other support services such as release management tasks, enhancements, training, etc. In addition, they will be responsible for supporting the Delivery Team in the configuration, testing, and training of D365 as needed to back-fill on Dynamics GP to D365 BC implementations. This role must deliver excellent Client service and have strong Client relationship skills.
Resolve Dynamics GP and D365 BC support requests by providing superior help desk services as measured by ticket quality, call quality, resolution quality and timing, and overall Client satisfaction.
Assist with the support queues and ensure tickets are moved through the support process in a timely manner and escalated when appropriate to bring to quicker resolution.
Work as a Solution Consultant on new project implementations to understand specific Client requirements, build domain expertise, and support the Client long-term.
Responsible for tracking tickets along with all activities (notes, phone calls, emails) within our internal support ticketing system and constantly keeping these tickets up to date.
Utilize all means of support for issue resolution, including internal and external community forums, search engines, and knowledge sharing with team members and encourage collaboration amongst peers.
Deliver exceptional customer service for our support offering.
Ensure our Service Level Agreements (SLAs) constraints are met per our support contracts.
Proactive communication with Clients to strengthen our partnership.
Maintains high utilization percentage and achieves high Client satisfaction.
Deliver services included in the support contracts: i.e., help desk support, training sessions, release management tasks, enhancements, status reporting, etc.
Assist with end user training for Clients in one-on-one, webinar and classroom style settings.
Participate in onboarding process ensuring a smooth transition from implementation to support.
Proactively work to improve existing Support procedures, processes, and tools
Other duties as assigned.
Bachelor’s degree in Accounting, Business, Computer Science, or related field or equivalent experience.
5+ years of Microsoft Dynamics GP experience.
2+ years of Microsoft Dynamics 365 NAV/BC experience is a plus.
2+ years of industry and/or consulting experience.
Strong understanding of software implementation life cycle, project management, business process management, requirements definition, functional design, quality management, and change management.
Must have valid state driver’s license, reliable personal transportation, and auto insurance.
Applicants subject to government security investigations and must meet eligibility requirements related to the clearance process.
WORKING ENVIRONMENT: The majority of work for this role is performed in a home office and interacts with a wide variety of people with differing functions, personalities, and abilities. Telecommuters are expected to have sufficient home office space that appears neat, organized, and professional when on video meetings. Travel is required and varies around 10%.
PREFERENCE STATEMENT: Arctic Information Technology, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training.