Application Support Analyst

Application Support Analyst

• Group IT staff
• BU IT Depts
• 3rd Party Hosting partner(s)
• Grafton Group (including BU) staff

• Undertake systems administration activities in order to maintain the AX Finance System structures/workflows/security/access etc. ensuring they meet Group and SBU business requirements.
• Provision of advice and guidance in order to resolve technical issues for the Finance and IT teams via direct contact with managers and staff.
• Log, update and resolve issues accurately in in the Service Management tool and ensure all issues are resolved to internal customer satisfaction and where possible in accordance with Service Level targets.
• Provide liaison between both external hosting partners and internal IT teams, such as System Admins and Service Desk, in relation to all aspects of ongoing system operation and maintenance.
• In addition to 2nd line Support activity, act as a triage and key technical contact to 3rd party support partners.
• Assist with file maintenance resulting from imports/exports of data feeds.
• Work with the Group Application Support Manager on the development and implementation of the future systems strategy and the design, implementation, maintenance and support of further common AX based systems and services across the Grafton Group of companies.
• Execute system testing (integration, regression, FAT, UAT, Parallel Running) in collaboration with the Group IT testing function in relation to system upgrades, statutory maintenance and emergency patches.
• Write, maintain and support a variety of reports & queries utilizing appropriate reporting tools. Assist with the development of standard & scheduled reports for ongoing & on-demand reports and data requests. Provide advice & guidance to Group and SBUs on production of management information and operation reporting.
• Develop user procedures, checklists, guidelines and documentation including but not limited to, presentations, manuals, job aids, process documentation and communications.
• Ensure appropriate authorisation levels are received for all employment related processes & procedures.
• Investigate Incidents and Problems with Microsoft Dynamics AX software and systems at a technical level.
• Identify both functional and system (code level) Incidents and Problems.
• Identify the root cause of the Problems.
• Monitoring data integrity / quality checking.
• Application / Security Management and compliance.
• Batch process monitoring and associated fault resolution.
• End to end environment monitoring and management.
• Highlight possible solutions including changes to code and new code, and present these where required for review.
• Analyse bugs and identify necessary development and then complete the development, unit testing and data fixes to resolve them.
• Manage the release of the fixes to the agreed Change Process Methodology

• Enthusiastic and positive-thinking
• Excellent interpersonal skills
• Customer focused – ability to understand the needs of customers and adapt products, processes and plans to meet changing needs and requirements of the business
• Well organised with the ability to plan workload to achieve deadlines.
• Excellent problem solving and analytical skills with close attention to detail
• Proactive nature, forward thinking, positive disposition & flexible.
• Team player.

• Dynamics AX Retail
• Dynamics AX Financials
• Dynamics AX Trade & Logistics
• Dynamics AX Warehousing
• Dynamics AX Service Management

• Experience of supporting critical business systems / users gained in an application support role.
• Report writing skills using common reporting tools such as Crystal Reports, Cognos, SQL etc.
• Advanced knowledge of Microsoft Office/Excel including production of charts, statistical data, pivot tables etc.
• Previous experience supporting,or an understanding of databases such as SQL server.
• Previous experience supporting, or an understanding of Sharepoint.
• Report writing skills using common reporting tools such as Crystal Reports, Cognos, SQL etc.
• Some understanding of systems integration methods and processes (APIs, flat-files etc.)
• Experience in analysing complex data and presenting analytical results.
• Excellent numeric skills.
• Good written and verbal presentation skills. Must be able to present information clearly and concisely.
• ITIL Foundation qualification or the ability to demonstrate a sound understanding of ITIL disciplines.
• Degree level education or equivalent qualification

• ProblemSolving: Getting to the root cause of problems and coming up with practical, commercial solutions.
• Business &CustomerFocus: Works consistently in the best interests of customers and the business.

• Takingresponsibilityforresults: Making things happen, going the extra mile to drive performance and standards.
• Keepingontopofthings: Planning ahead and monitoring results to identify what needs to change.

• SkilfulCommunication: Communicating information clearly, openly and persuasively
• RelationshipBuilding: Building positive relationships with colleagues and customers through respect, listening and teamwork.

• Flexibility: Updating skills and knowledge and responding positively to change.
• Resilience: Demonstrating calmness, confidence and perseverance in demanding situations.

• Has excellent customer and business focus – can concentrate on the delivery of excellence on a day to day basis whilst still keeping an eye on the future. Loves problem solving and analysing information /situations. Always looking for opportunities in continuous improvement. Provides operational advice to colleagues and team members. Manages small projects to meet operational/service improvements, resolving issues and delivering objectives. Contributes to the formulation of local delivery plans.
• Likes following detailed instructions/procedures and completing routine tasks. Appreciates the importance of deadlines and the need to achieve targets. Likes working with detail. Enjoys fact-finding and resolving queries. Thinks what to do when circumstances change and flexible enough to adapt their approach as appropriate. Is highly organised. Enjoys delivering on time, safely and to agreed standards. Acts positively in dealing with customers. Spots opportunities for continuous improvement.

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