Support Consultant

2 months ago

Reading Berkshire, United Kingdom Itineris Full time

What you will work on As our Application Support Consultant, you are part of a rotation team that provides support on all UMAX functionalities to our UK customers. In this role, you not only develop a strong professional relationship with our clients, but also quickly learn all ins & outs of our UMAX application , which will enable you to become a functional expert . The role will be based in the UK (on site & remote).

You will be part of the Service Delivery Team. This team provides 2nd & 3rd line functional and technical support to our customers after their go live. The Team is responsible for Application Management, Support and Maintenance, and for the overall satisfaction of end users about the UMAX functionalities. It monitors the high availability of the functionalities, makes sure there are no disruptions in use, and guarantees high reachability for user help requests (incidents & bugs) and short lead times for standard and non-standard changes. The Team consists of Technical & Functional Support Consultants and Developers.

UMAX is the brand name of our software solution for water and energy utilities. It automates their business processes and enables them to better engage with their customers. UMAX is a cloud-based solution, built on the powerful Microsoft Dynamics 365 platform.

As our Application Support Consultant, you…
Treat Records initiated by the Customer (key users):
Incidents/bug fixes : diagnose and solve the problem or in case adjustments must be made (incl. development, testing and deployment), give status updates to the customer, follow up & close the incident.
Functional changes (prioritized by the customer): perform impact analysis (in time, money – in case of an RFC - and other Impact), determine which functional changes are recorded to which sprint backlog and (after approval of the customer) realize the functional change.
Assure a professional and successful service delivery approach towards the customer.
Participate in project and implementation activity to support the service readiness ahead of go live.
Respect all agreements between Itineris and the Customer, as set in the Service Level Agreement ( SLA ) document.
Provide i nput, advice and training to key-users and colleagues.
Take part in project related activities as required.
Participate in the outside business hours standby schedule to ensure the resolution of incidents.
When functional questions arise, bridge between the client’s organization and the Itineris Operations team.

What you bring
Strong interest in functional business processes .
Min. 2-3 years previous experience in an Application support role.
MS Dynamics AX or D365 experience is a plus.
Strong customer focus , is quality driven and proactive .
Client facing experience.
In-depth analytical and problem-solving skills.
Quick learner – and eager to learn.
Result-oriented and responsible (= takes ownership).
Team player with a flexible attitude.
Fluent in English , with excellent oral & written communication skills.
Knowledge of a business application (ERP is an asset).
Willing to travel regularly to the client's premises (Reading).
UK residents with RTW only (we do not offer sponsorships).

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