Job Description
Chemonics International is seeking a Specialist of ERP Global Support. The role of the ERP Global Support Specialist is to provide technical and functional support to Microsoft Dynamics 365 (D365) end-users worldwide. The ERP Global Support Specialist will provide hands-on support, solutions, and expertise to ERP end-users on D365 modules such as Advanced Payroll, Accounts Payable, Cash and Bank Management, Expense Management, General Ledger, Human Resources, Procurement and Sourcing, and Tax. We are looking for individuals who have a passion for making a difference in the lives of people around the world.
Responsibilities:
- Provides ERP support to an assigned division in our corporate office in addition to providing remote support to field offices around the world
- Monitors the ERP support queues (Tier 1 and 2) and ensures cases are moved through the support process in a timely manner and escalated when appropriate to bring to quicker resolution
- Actively identifies and investigates system issues, provides resolution and follow-up to end users. Escalates more complex problems to Tier 3 and Tier 4 support groups when needed
- Resolves problems by clarifying the user’s question/issue, determining the cause of the issue, selecting and explaining the best solution to solve the issue, expediting correction or adjustment, and following up to ensure resolution
- Conducts remote, classroom, and one-on-one ERP end-user trainings as needed
- Proactively works to improve existing support procedures, processes, and tools
- Coordinates with the ERP training team to ensure that current training content and materials for D365 meets end-user needs. Participates in the development of ERP training materials and tools when required
- Contributes to support knowledge-base for internal ERP staff to utilize
- Onboards and trains new ERP support team members as needed
- Fosters and demonstrates a workplace inclusive of creating opportunity, serving others, building trust, innovation and exceeding expectations
- Undertakes assignments on projects or special initiatives as appropriate
- Performs other duties and responsibilities as assigned
Requirements:
- Bachelor’s degree or equivalent work experience required. Advanced degree preferred
- Minimum four years of professional experience in either help-desk support, information technology, project management and operations, financial analysis and accounting, international development and/or other related fields
- Demonstrated proficiency with enterprise resource planning (ERP) systems and/or other business software systems required, including Microsoft Office Suite applications. Knowledge of Microsoft Dynamics highly desired
- Proven ability to learn, understand, and apply new systems and software
- Experience preparing training materials and delivering training in various formats including classroom, one-on-one, and remote
- Skilled in understanding customer needs and providing quality customer service
- Functional expertise in one or more of the following areas preferred: procurement, grants management, human resources, payroll, finance and accounting
- Experience with ServiceNow or other IT Service Management Software preferred
- Excellent oral and written communication and presentation skills in English
- Strong critical thinking, analytical, and problem-solving skills
- Strong interpersonal skills, especially a customer service-oriented attitude
- Ability to multitask with strong attention to detail, organization, and time management
- Ability to adapt to shifting priorities, demands, and timelines
- Demonstrated leadership, versatility and integrity
Apply by March 29, 2022. No telephone inquiries, please. Finalists will be contacted.
About the Organization
Founded in 1975, Chemonics is an international development consulting firm. In more than 70 countries around the globe, our network of 5,000 specialists share a simple belief: that the challenges we face today are best solved through the right partnerships — sharing knowledge, expertise, and experience to deliver results. As part of our culture and values, Chemonics is proud to be named a “Best Place to Work” in the Human Rights campaign Foundation’s 2021 Corporate Equality Index. Where Chemonics works, development works. Follow us on Facebook and Twitter or visit us at www.chemonics.com.
