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Job Details

Technical Support Specialist - Microsoft Dynamics/GP

Location
Andover, MA, United States

Posted on
Oct 28, 2016

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Technical Support Specialist, Microsoft Dynamics / GP
Reporting To:
Manager, MBS
Location:
Andover, MA,
**NOTE: Only local candidates will be considered--Principals Only--NO AGENCIES
Who We Are:
NaviSite, Inc., a Time Warner Cable Company, is a leading worldwide provider of enterprise-class, cloud services, managed applications and managed hosting solutions. NaviSite provides a full suite of reliable and scalable solutions for organizations looking to outsource IT infrastructures and lower their capital and operational costs. Enterprise customers depend on NaviSite for customized solutions, delivered through a global footprint of state-of-the-art data centers. For more information, please visit ****What You Will Do--Technical Support Specialist, Microsoft Dynamics / GP role:
The Product Support Specialist will act in a lead capacity working on multiple, complex Microsoft Dynamics / Great Plains hosted clients. Will be responsible for resolution of broad, complex and critical issues as they relate to Microsoft Dynamics ERP environments: GP, SL, CRM and SharePoint. Will be expected to provide guidance and assistance to other team members. This position will be responsible for management of project timelines and effective communication of project requirements and risks. Solid Customer Services and Information Technology functional skills and technical skills a must.
Essential Duties and Responsibilities:
* Responsible for client management in the hosting environment and for ensuring high levels of application stability and client satisfaction
* Responsible for all aspects of application management including answering super user questions, addressing configuration issues, system administration, addressing operational procedures, managing customer's initial installation and add-on services, ensuring monthly invoice accuracy, addressing any user problems, etc.
* Responsible to ensure customer specific system processes and procedures support/adhere to NaviSite's SAS-70 controls and objectives for: systems implementations, logical access and change control.
* Responsible to identify and assist Sales teams in additional sales opportunities and contract renewals.
* Primary point of responsibility for SLA management including response times and escalation process
* Working knowledge of the functional business processes driving the use and reliability of the Microsoft Dynamics ERP software application
* Ability to trouble-shoot production issues and transfer knowledge of systems problem resolution to clients and co-workers
* Ability to interface with co-workers and business partners to address customer related issues
* Play a key role in the planning and implementation of patches and upgrades
What We Are Looking For -Technical Support Specialist, Microsoft Dynamics /GP:
Experience:
* A proven record of achievement with a minimum of 5 years of IT Customer Management
* Demonstrated project management, leadership, and decision making skills
* Experience troubleshooting technical and business process issues
Technologies:
* In-depth knowledge of Microsoft Dynamics / GP (Great Plains) and/or SL Applications.
* In-depth knowledge of 3rd party tools used in conjunction with Dynamics GP & SL:
* FRx
* Integration Manager
* Management Reporter
* Other popular 3rd party add-ons
* In-depth knowledge and understanding of the customers hosted environment and its workings.
* Working knowledge of Microsoft SQL commands and SQL Management Studio
Desired Skills:
* Minimum of 5 yrs ERP Systems Management experience with Microsoft Dynamics GP
* 70% Functional / 30% Technical skill set
* Technical skill set must include troubleshooting issues
* An exceptional sense of professionalism
* Well-developed communication skills, verbal and written
* Customer Service oriented with a focus on customer satisfaction
* Strong organizational, communication and time management skills required
* Self-starter, capable of self-teaching new technology, take initiative, problem solver
Education:
* Requires B.S. Degree. MBA preferred and industry experience is a plus
Travel Requirements:
Occasional travel may be required
job code:
CB: 02/25/13, navitbot
More on TWC Time Warner Cable provides generous benefits. Health care and retirement benefits are significant portions of the total compensation package at TWC, and we invest more in those benefits than most employers. In addition, we offer tuition reimbursement, adoption assistance, competitive paid-time-off programs, work-life resources, and discounted pricing on TWC residential products and services for employees within our footprint. Our hope is that, by providing our employees with rich and flexible benefits, we can help them take care of the people who matter most - at work and at home.
Time Warner Cable is an Equal Opportunity Employer M/F/D/V.
FCC Unit_TWC NAVIS
Controlling Establishment ID 00800 - Andover Minuteman
Department:
Cloud Computing
NaviSite
Web: ****

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