Reporting to the Enterprise CRM Manager, the Enterprise Application Support Analyst will analyze, support, implement, and maintain the enterprise business application solutions enabling the processes needed for the business to be operationally and strategically successful. Responsible for upgrading and improving the functionality and providing high-level technical knowledge to implement and configure the functions of key enterprise applications and associated interfaces.

Analysts on the CRM support team will be dedicated to supporting Dynamics 365 platform specifically.

Essential Duties and Responsibilities:

• Provide high-level technical knowledge to design, implement, configure, and support the functions of key enterprise applications, associated interfaces, and API.
• Identify and communicate service improvement opportunities. Focus on continuous service improvement and manual process automation.
• Collaborates with Information Technology and business teams to create and administer change management, business continuity, and disaster recovery plans for operational systems to ensure highly available system access to team members across the Enterprise.
• Update and maintain technical documentation, work instructions and other team documents with new functionality or processes.
• Participate in the development of project plans, service desk processes, and communicate issues.
• Awareness of customer support metrics such as quality of service response times and reflect on how to improve individual results as well as the team results.
• Manage vendor relationships in support of operational systems and enterprise software.
• Perform daily, weekly, and monthly manual and automated operational tasks in a highly available (24x7x365) environment.
• Promotes and adheres to organizational service standards by ensuring they are built into all process and procedures while assisting Business Analyst with business process reviews and functional and technical design of system functionality. Tests and validates functionality and documents results using software tracking tools, such as Jira or Azure DevOps
• Keep up-to-date with current equipment, applications and technologies and be able to advise the Manager of Enterprise Application on architecture, standards, and planning for future infrastructure roadmaps.

Minimum Qualifications:

Education: Associate degree in computer science, Information Systems or related field or combination of education, training and experience equivalent

Experience:

• Minimum 2 years' experience in an operations support environment supporting multiple businesses and enterprise software applications.
• Experience with enterprise application management and core financial software management
• Dynamics 365 experience preferred for CRM aligned analysts/administrators

Knowledge, Skills, and Abilities

• CRM team alignment: Ability to interpret basic design documents and user stories to create CRM cases and workflows.
• High level of attention to detail.
• Understanding of Microsoft Azure, Microsoft Windows OS, Microsoft Office products and monitoring tools.
• Understanding of Enterprise Scheduling and Systems Health Monitoring applications.
• Knowledge of using software deployment systems to install applications and packages.
• Familiarity with Microsoft SQL and/or Oracle SQL scripting.
• Ability to communicate effectively upward and across the organization, using appropriate business language to effectively provide timely information to appropriate parties as needed.
• Excellent listening skills with the ability to empathize, focusing on client service required.
• Excellent teamwork skills, collaborating across business and technical functions, to achieve business goals and objectives.

Physical Environment:

While performing the essential duties of this position, an employee would frequently be required to stand, walk, and sit. An employee must frequently lift and/or move up to 10 pounds and may occasionally lift and/or move up to 25 pounds to perform essential position functions.

Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.

Our company offers a dynamic hybrid work arrangement, which requires three days on-site in the Sugar Land, TX office. Our retail roles are required to be onsite at the branch locations.

• Provide high-level technical knowledge to design, implement, configure, and support the functions of key enterprise applications, associated interfaces, and API.
• Identify and communicate service improvement opportunities. Focus on continuous service improvement and manual process automation.
• Collaborates with Information Technology and business teams to create and administer change management, business continuity, and disaster recovery plans for operational systems to ensure highly available system access to team members across the Enterprise.
• Update and maintain technical documentation, work instructions and other team documents with new functionality or processes.
• Participate in the development of project plans, service desk processes, and communicate issues.
• Awareness of customer support metrics such as quality of service response times and reflect on how to improve individual results as well as the team results.
• Manage vendor relationships in support of operational systems and enterprise software.
• Perform daily, weekly, and monthly manual and automated operational tasks in a highly available (24x7x365) environment.
• Promotes and adheres to organizational service standards by ensuring they are built into all process and procedures while assisting Business Analyst with business process reviews and functional and technical design of system functionality. Tests and validates functionality and documents results using software tracking tools, such as Jira or Azure DevOps
• Keep up-to-date with current equipment, applications and technologies and be able to advise the Manager of Enterprise Application on architecture, standards, and planning for future infrastructure roadmaps.

• Ability to interpret basic design documents and user stories to create CRM cases and workflows.
• High level of attention to detail.
• Understanding of Microsoft Azure, Microsoft Windows OS, Microsoft Office products and monitoring tools.
• Understanding of Enterprise Scheduling and Systems Health Monitoring applications.
• Knowledge of using software deployment systems to install applications and packages.
• Familiarity with Microsoft SQL and/or Oracle SQL scripting.
• Ability to communicate effectively upward and across the organization, using appropriate business language to effectively provide timely information to appropriate parties as needed.
• Excellent listening skills with the ability to empathize, focusing on client service required.
• Excellent teamwork skills, collaborating across business and technical functions, to achieve business goals and objectives.

• Associate degree in computer science, Information Systems or related field or combination of education, training and experience equivalent