System Support Technician

To better support our growing business, Thornton Tomasetti has embarked on a major transformation of its business systems and recently implemented a new CRM and ERP. This project is intended to modernize Thornton Tomasetti’s Business Systems architecture and streamline many of its business needs. 

The Role

We have an immediate opportunity for an ERP and CRM System Support Technician who can thrive in a varied and interesting hands on-support role. We are looking for a broad technical skillset, excellent communication skills and ability to work and collaborate with the wider Support Team, who are based in the US, and India. For system professionals who like to take initiative, collaborate with a great team and accomplish things you can be proud of, this is a great place to work. We foster an open, communicative culture that empowers our teams to share knowledge and ideas across all levels and disciplines.

In this role, you will provide local and remote end-user support, act as a subject matter expert (SME), deliver on-the-spot training to address user errors or issues, and provide tactical support for User Acceptance Testing (UAT) and ongoing regression testing. Knowledge and proficiency in Dynamics 365 Customer Engagement (CE) and Finance & Operations (F&O) will be prioritized.

Responsibilities

• Respond promptly and efficiently to end-user inquiries and issues related to the ERP and CRM systems.

• Serve as a knowledgeable resource on Dynamics 365 CE and F&O, understanding their functionalities, capabilities, and best practices.

• Provide immediate guidance and training to end-users encountering errors or issues to ensure efficient system usage.

• Collaborate with cross-functional teams to plan, coordinate, and execute User Acceptance Testing (UAT) activities for system upgrades, enhancements, and implementations.

• Conduct ongoing regression testing to ensure system stability, identify potential issues, and validate system functionalities.

• Investigate and troubleshoot system-related problems, escalating issues to appropriate stakeholders as necessary, and providing timely resolution to minimize disruptions.

• Develop and maintain comprehensive documentation including system processes, standard operating procedures (SOPs), and knowledge base articles.

• Assist in creating training materials, user guides, and reference documentation to support end-user understanding and adoption of the ERP and CRM systems.

• Identify opportunities for process improvement, system enhancements, and automation to optimize system performance, user experience, and business operations.

• Collaborate with IT teams, business analysts, system administrators, and other stakeholders to ensure seamless integration and alignment of the ERP and CRM systems with organizational objectives.

Qualifications

• Bachelor's degree in computer science, information systems, business administration, or a related field (or equivalent experience).

• Proven experience in supporting ERP and CRM systems, with a focus on Dynamics 365 CE and F&O.

• Knowledge of Dynamics 365 CE and F&O functionalities, configurations, and customizations.

• Strong troubleshooting and problem-solving skills to quickly resolve end-user issues.

• Ability to deliver training and guidance to users of varying technical expertise.

• Familiarity with User Acceptance Testing (UAT) and regression testing processes.

• Excellent communication and interpersonal skills to effectively interact with end-users and cross-functional teams.

• Detail-oriented with strong organizational and documentation skills.

• Self-motivated with the ability to work independently and collaborate in a team environment.

• Prior experience in process improvement and system optimization is a plus.

• Relevant certifications in Dynamics 365 CE and F&O are highly desirable.

• Candidates should be flexible to adjust their working hours to overlap with Europe and US time zones for at least 2 to 3 days per week

Industries: Construction, Management Consulting, Mechanical Or Industrial Engineering