Case Resolution and Daily Operations Leads resolution strategy for team-wide high-impact or critical customer issues. Leads investigations that require complex technical reasoning utilizing AI-powered insights and diagnostics. Models all case handling standards with a continuous focus on speed and quality, including acting as a mentor. Engages engineering with well supported technical analysis and partners with them for resolution. Leads critical case resolution; supporting stakeholders with technical context. Leads complex investigations using validated AI-supported analysis. Establishes AI-safe workflows, while protecting data and privacy. Mentors others on AI-assisted troubleshooting, case quality, direction of the case, and learning opportunities. Engages engineering with AI-supported analysis and reproduction steps. Ensures that all customer interactions reflect a commitment to excellence in service and high levels of customer satisfaction. Acts as an advisor to customers and informs them of the status and solution to their issues, demonstrating Communicating Effectively, Accountability, Resourceful, Empathy, and Situational awareness (CARES) behaviors. Ensures engineering teams are engaged by providing technical analysis and findings to drive efficient incident resolution. Product/Process Improvement Drives significant improvements to support processes, leveraging strong Customer Zero feedback loops, AI-enabled efficiencies, and quality feedback to the Product Group (PG). Helps influence product direction using aggregated insights. Reinforces recognition of cross-team trends and pattern-based improvements, collaborating with other teams to enhance overall effectiveness. Provides feedback and collaborates on feature enhancements and automation techniques to improve product serviceability. Integrates insights from case discussions and triage meetings to inform ongoing process enhancements. Uses business integration knowledge to influence strategy when engaging with customers, partners, and teams. Contributes to and influences product improvement and product roadmap. Completes all required security, compliance and privacy trainings in accordance with standards. Utilizes AI and other insights to elevate team capability and support ongoing learning. Implements readiness programs through mentoring, content creation, and learning sessions, contributing significantly to the content and readiness strategy. Acts as a resource for other teams by providing specialized training and support on complex problem-solving techniques. Security Proactively identifies opportunities to strengthen security adherence. Actively addresses Security Management notifications and events. Reviews technical solutions for security impact and risk exposure. Strengthens Security by Design practices across the team to ensure all operations meet the highest security standards. Actively monitors and responds to security management notifications and events, keeping the team informed of potential security threats. Promotes Secure Future Initiative (SFI) behaviors by strengthening security awareness and proactive risk management across teams and partners. Applies secure troubleshooting practices. Adheres to SFI for secure handling of customer data and all engagements. Power Platform integration: Understanding and leveraging the power platform (Power Apps, Power Automate, Power BI) for extending Business Central funtionalities, aoutomation, and reporting. Other: Embody our culture and values Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5+ years technical support, technical consulting experience, or information technology experience OR equivalent experience. This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate's citizenship will be verified with a valid passport. Minimum 5 years hands-on experience in BC NAV systems like Dynamics, SAP, PeopleSoft, NetSuite ERP, Oracle ERP Cloud, Epicor, and/or related. Business Central Functionality: In-depth understanding of Business Central modules covering financial management, supply chain, project management, sales, and service functionalities. Installation and Configuration: Proficiency in installing, configuring, and setting up Business Central, including database configuration, user setup, security settings, and module activation. Customization and Modification: Ability to customize Business Central forms, reports, and workflows using built-in customization tools or AL (Application Language) programming for more advanced modifications. Integration with Third-party Systems: Knowledge of integrating Business Central with other systems such as CRM, payroll, HR systems, and industry-specific software to streamline business operations. Data Migration and Upgrades: Skills in migrating data from legacy systems to Business Central, managing data integrity, and handling version upgrades and patches. Security and User Management: Implementing security measures, managing user roles, permissions, and ensuring data security and compliance with regulatory standards. Financial Management: Expertise in financial functions including general ledger, accounts payable/receivable, bank reconciliation, fixed assets, and financial reporting within Business Central. Inventory and Order Management: Proficiency in managing inventory, sales orders, purchase orders, stock control, and fulfillment processes within Business Central.
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