AX Functional Support remote

Iga Adamowicz
osoba kontaktowa
Iga Adamowicz
MAJ 09
Małopolskie na czas określony Inżynier/Licencjat
08.06.2022 108166123


As AX Functional Support Specialist (FSS) you will be part of the Global IT Operations team, representing one of the three pillars of Global IT organization which consists of IT Operations, ERP Implementation, and Data & Analytics. The AX FSS will respond to all functional support requests for Microsoft AX in the EU region. The position will have a significant impact on the daily operations of the company’s most important business system, playing a key role in building and maintaining trust within the global organization. The AX FSS will analyze all requests for service, develop solutions; and promptly involve others in the IT community when necessary.

Zakres obowiązków

Your responsibilities and deliverables:

- Provide superb customer service through actively listening, showing empathy and attention to detail

- Proactively follow up on problems, anticipating employee concerns

- Analyze and resolve functional, procedural and/or process problems

- Promptly respond to support requests, as assigned by the IT Service Coordinator

- When needed, escalate service requests to the appropriate support personnel

- Document interactions and troubleshooting steps with internal customers for tracking and reporting purposes

- Proactively communicate with all parties to maintain a high degree of transparency between Global IT and the business

- Reduce the resolution time for support requests

- Communicate in writing with people who are not fluent in English

- Develop a strong understanding of various IT systems

- Have a basic working understanding of business (manufacturing, procurement, finance, R&D etc)

- Acknowledge the goal of people being delighted to bring their service requests to IT

- Provide suggestions for process and procedure improvement within Global IT and AX system

- Actively participate in IT Support forum, to model and encourage full adoption of modern ways of working


Your profile:

- Customer Service mindset, with a proven history of delighting customers

- At least 3 years proven experience in comparable position

- Highly organized, ability to keep track of multiple simultaneous service requests

- A solution-oriented thinker

- Able to calmly provide functional support to frustrated colleagues in stressful situations

- Self-driven, ability to work independently with little direct supervision

- A history of relentless pursuit of resolution for support requests

- Experienced in working with teams from a variety of cultures and languages

- Experienced in working with a geographically dispersed team

- Willing to engage in occasional travel (1-2 times per year max)

- Required technical skills & knowledge

    o Excellent communication skills, with both technical and non-technical audiences

   o Expert skills working in Microsoft AX 2012

   o Strong understanding of IT systems

   o Skilled at using language translation tools (Google Translate, etc)

   o Fluent in English (written and spoken)

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