3rd Line Applications Support

TJ Peel Resourcing
11 Jan 2018
10 Feb 2018
Contract Type
Full Time

3rd Line Applications Support - AX

Why does the job exist?

Responsible for supporting AX users and other internal application users at the final escalation point. The main responsibilities are as follows:

  • Providing user support on the internal ERP system (Dynamics AX 2012)
  • Troubleshooting Application issues, bug fixing.
  • Optimising the functionality of the internal IT systems, most importantly Dynamics AX
  • Taking part in business analysis/ requirement gathering/ specification/ implementation on new and existing projects in IT

Testing fixes and developments before passing on to client to ensure user satisfaction

Reporting Relationships:

Reports to which role? Reports to: IT Manager

Supervises which role(s)? Supervises: 1st and 2nd Line Application support

Peer Relationships

Principal Accountabilities

Describe all the key outputs of the job. Include:

  • The key areas in which results must be achieved
  • The timeframes involved and the frequency with which activities take place
  • The primary day-to-day responsibilities & activities of the position. These should represent the "core" of the job duties
  • Any requirement for planning and organising - including own workload, that of other people, or the allocation of resources
  • Typical decisions made by the job holder - is the role advisory or directly responsible? What is the contribution of others? What guidelines are in place to support decision making and problem solving?

NB This is not a task list

Application Administration

  • Planning new development requests surrounding support.
  • Dealing with consultants and supporting them through a Functional design phase
  • Testing new Developments.
  • Maintaining User Licenses on Applications
  • Supervising and supporting the 1st and 2nd Line
  • Working alongside the 3rd line PTS system analyst
  • Maintaining a clean database structure
  • Adhering to clear escalation process within the team and making sure the 1st and 2nd line understand this.
  • Working to a change management process for all major system changes
  • Maintaining the helpdesk at a 3rd line level

Internal and External Relationships

  • Identify the most significant internal and external relationships
  • Describe the purpose, eg negotiating contracts, developing services, managing staff
  • Internally: Close working relationships are required with the IT Manager and BI Team, to gain awareness of all aspects of the IT setup internally and to drive weekly planning.

Knowledge, Skills & Experience Needed

  • List any qualifications required to perform the job.
  • Be specific in terms of the type of knowledge and skills required.
  • Specify any requirement for previous experience - focus on the type or experiences needed rather than length of time
  • High level knowledge of AX 2012 all modules
  • IT Diploma or higher
  • SQL Query and database knowledge
  • Experience of CRM systems
  • Strong proven IT support skills

Job Context and Special Features

  • Explain any special features or context in which the job operates
  • Internal and/or external
  • Requirement for flexibility to cover relevant activities of other team members, when necessary

This job was originally posted as www.jobsite.co.uk/job/959909186