System Support Technician

Thornton Tomasetti applies engineering and scientific principles to solve the world’s challenges. An independent organization of creative thinkers and innovative doers collaborating from offices worldwide, our mission is to bring our clients' ideas to life and, in the process, lay the groundwork for a better, more resilient future. We provide support and opportunities to our employees to achieve their full potential and cultivate a rewarding career.

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.

If you are a dedicated professional with a passion for providing exceptional system support, training, and expertise in Dynamics 365 CE and F&O, we would love to hear from you. Join our team and play a key role in ensuring the smooth operation and utilization of our ERP and CRM systems to drive business success.

Thornton Tomasetti is proud to be an equal employment workplace. Individuals seeking employment at Thornton Tomasetti are considered without regards to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws.

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