Dynamics Support, Associate/Analyst

About this role

The Dynamics Solution Center team’s mission is to create best-in-class experiences for our business users by providing a reliable and effective service in developing and supporting the use of the MS Dynamics platform used by over 3,000 people across Sales and Service teams. We are focused on evolving, developing, and implementing MS Dynamics features through effective product strategy and platform engineering of the application as well as global user support.

The Role

We are looking for a Support Specialist to ensure the smooth implementation and management of our support processes, contribute to the development of our internal knowledge base, and to support new team onboardings.

Key Responsibilities:

Support platform Implementation:

• Develop and maintain DSC support process guides and documentation.

• Ensure effective implementation and utilization of our support platform.

Support Process Management:
• Manage and refine support processes to enhance efficiency and effectiveness.
• Build out and maintain our Sharepoint site and ensure the content is up-to-date and accurate for the different user groups.
• Build and maintain relationships with key business stakeholders to to understand priorities, needs, and opportunities for enablement and efficiencies.
• Owning the definition and management of the evolving user profiles within Dynamics.

Release Support:

• Create, update, and maintain necessary documentation, videos, and guides for releases.

• Provide new joiner and ongoing functional trainings, e.g. features releases and office hours

Metrics and Reporting:

• Develop and provide metrics in a timely manner to track the overall support performance.

• Analyze metrics to identify areas for improvement.

Inquiry Management:

• Triage support tickets to ensure timely and effective resolution.

• Collaborate with other teams to address and resolve complex issues.

Team Evaluation and Onboarding:

• Develop evaluation rubrics and processes for new team members.

• Support the onboarding process by creating and refining necessary documentation.

Essential skills / experience:

• Proven experience in a support role, preferably using ServiceNow or Microsoft Dynamics.

• Strong user servicing skills, including responsiveness, issue resolution, root cause analysis and operational improvement, with a passion for delivering service excellence.

• Planning and organizational skills with the ability to manage and control their own priorities to meet deadline.

• Experience in technical documentation, requirement writing and process management skills.

• Have a keen eye for detail, a sophisticated sense of design, and a genuine enthusiasm for creating and delivering presentations

• Ability to analyze metrics and implement improvements. The advance usage and understanding of PowerBI is a plus.

• Should demonstrate a proactive attitude: independently identifying and undertaking tasks.

• Flawless written and verbal communication and ability to gain buy-in on plans from a non-technical audience at varying degrees of seniority.

• Positive attitude and resilience, with strong problem-solving skills.

• Skilled at working effectively with cross functional teams.

• Collaborative mindset and ability to work effectively in a team.

Our benefits

To help you stay energized, engaged and inspired, we offer a wide range of employee benefits including: retirement investment and tools designed to help you in building a sound financial future; access to education reimbursement; comprehensive resources to support your physical health and emotional well-being; family support programs; and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.

Our hybrid work model

BlackRock’s hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person – aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.

About BlackRock

At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being.  Our clients, and the people they serve, are saving for retirement, paying for their children’s educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.

This mission would not be possible without our smartest investment – the one we make in our employees. It’s why we’re dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.

For additional information on BlackRock, please visit @blackrock | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock

BlackRock is proud to be an Equal Opportunity Employer.  We evaluate qualified applicants without regard to age, disability, race, religion, sex, sexual orientation and other protected characteristics at law.