Application Support Analyst

2 weeks ago

Johannesburg, South Africa Control Risks Full time

Control Risks is a specialist risk consultancy that helps to create secure, compliant and resilient organisations in an age of ever-changing risk. Working across disciplines, technologies and geographies, everything we do is based on our belief that taking risks is essential to our clients’ success.

The individual's key responsibility is to support and manage our Business Applications and infrastructure (including but not limited to D365 Customer Engagement, D365 Finance & Operations, D365 HR, Assettrac).

**Task and Responsibilities.**

Analysis, Incident & Change Management
- Understanding of an issue and interaction with the customer to manage expectations and resolve issues.
- Participate in knowledge transfer to the service desk and customer where necessary
- Conduct training sessions and produce or update user documentation for first line support
- Update and inform the customer of any knowledge or process gaps in order to educate and reduce repeat tickets, prepare data for prescriptive and predictive modelling
- Ensure ticket SLA’s are adhered to in the queue, and update the business accordingly if delayed, actively chase closure of tickets
- Participate in the change request process and monitor priority changes closely and represent them at CAB meetings as required, ensuring complete change plans are in place, along with backout plans and documentation
- Ensure that security policies are adhered to across all platforms

Application Specific
- Power Platform: Engaged in the understanding of Power Automate, Power BI, Power Apps as required to be able to triage resolve and escalate incident tickets, be involved in training in these areas as required

**Requirements**:

- Minimum 3 years’ experience in Support and change management functions for Microsoft and other products
- D365 CE (Sales/Marketing & Customer Service) or D365 Finance & Operations and SharePoint
- Desirable
- MS SQL DB Administration (Data Lake, Dataverse)
- Power BI administration
- ntegration and ETL (Data Factory)
- DevOps build and release processes
- Good interpersonal skills
- Other Dynamics 365 experience
- Understanding of the Power Platform
- Experience with common enterprise security protocols
- Problem Solving
- Takes responsibility to analyse the situation to provide and/or escalate the solutionInnovation & Creativity
- Shows initiative in work, contributing new solutions or ways of doing things
- Applied Thinking/Decision Making
- Determines or knows field of own decision making; knows when to escalate
- Results Oriented
- Is clear, commits and delivers on what is required in the role and strives to exceed expectations
- Shows drive and determination to achieve high standards
- Communication, planning work and influencing
- Communicates clearly verbally and in writing
- Plans and organises own workload, prioritising when necessary
- All employees are expected to display behaviors reflective of our company values: Integrity and Ethics, Collaboration and Teamwork, Commitment to People and Professionalism and Excellence.

**Benefits**
- Control Risks offers a competitively positioned compensation and benefits package that is transparent and summarised in the full job offer.
- We operate a discretionary global bonus scheme that incentivises, and rewards individuals based on company and individual performance.
- Control Risks supports hybrid working arrangements, wherever possible, that emphasise the value of in-person time together - in the office and with our clients - while continuing to support flexible and remote working.

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