Helpdesk Support Sr Analyst

As a Dynamics 365 Support Analyst, your role is to support the business through resolution and management of service requests, incidents and problem management tickets.  Through your knowledge of IT Service Management you ensure that the application meets the needs of the organization and are the bridge between business users and the IT Development team through good feedback, problem analysis and continuous improvement. You support users in finding knowledge on the system and processes, providing configuration support and support routine activities to help drive business success.

• Actively monitor ITSM ticket queue and triage user / business stakeholder requests
• Take ownership of tickets assigned to the support team queue and manage them through to satisfactory and timely resolution within agreed SLAs, ensuring communications are provided regarding progress and resolution; Escalate issues to other teams where appropriate
• Troubleshoot workflows, business rules and process flows to unblock user issues or scenarios
• Communicate your findings and document solutions to encourage knowledge sharing across the team
• Maintain documentation relating to production processes, ensuring knowledge documentation is relevant for current processes and collateral regarding identification and resolution of frequent issues is matured and maintained
• Provide guidance and support to end-users on using Dynamics 365 features and functionalities and identify if there are any common training needs or knowledge gap
• Be the guardian of the Dynamis 365 Production environment
• Support the onboarding of new markets, projects or functionality through engagement in hypercare processes and knowledge transfer/ gathering and maintenance of support documentation
• Identify opportunities for process improvements and recommend enhancements to optimize system usage
• Support regular & configuration activities such as setting up a new company or new categories, managing account structure changes, loading financial exchange rates, etc.
• Understand User Access Administration to add or amend user roles, duties and privileges and understand field, form and record security concepts

• Understanding of the key entities, functionalities & modules of Dynamics 365 Finance and Operations; at least three years experience supporting Dynamics 365 Finance and Operations
• Completion of the MB-300 Microsoft Learn course
• Excellent written and verbal communication skills are essential
• Has initiative to investigate possible causes/solutions independently
• Strong analytical and problem solving skills
• Be forthcoming and proactive in suggesting new ideas and identifying areas for improvement or enhancement

Genus is an agricultural biotechnology pioneer. We are a global FTSE 250 company, headquartered in the UK, and listed on the London Stock Exchange.  Genus PLC has a presence in over 70 countries and a global workforce of over 3,000 employees and growing.  We are a worldwide leader in porcine and bovine animal genetics, partnering with farmers to transform how we nourish the world – a mission that is important to a sustainable future. 

PIC, our swine division, currently supplies over 70% of the world’s top pork producers. We directly employ people in 18 countries worldwide, and our products are available in more than 50 countries across the globe. We are a diverse team, ranging from scientists to sales teams, production personnel to customer service, and are all united by a passion for producing nutritious, affordable pork and a commitment to continuous improvement.

Our vision is clear: Pioneering animal genetic improvement to sustainably nourish the world

At Genus, we offer a competitive salary. Benefits include health insurance for employee and dependents, life insurance, annual vacation and sick leave credits, competitive retirement/savings plan, annual company incentive, work uniform, and free board and lodging. This position will have the opportunity for growth. We are constantly evaluating our offerings to ensure we stay competitive

Genus is an equal opportunity employer. In accordance with anti-discrimination law, it is the purpose of this policy to effectuate these principles and mandates. Genus prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Genus conforms to the spirit as well as to the letter of all applicable laws and regulations.