About this role
Job title: D365 ServiceNow Support
About the Role The D365 ServiceNow support role provides first-line support for D365-related questions and problems, performing initial triage and driving prompt resolution or escalation. This position acts as the primary contact for D365 issues and supports daily operations in EVERSANA’s life sciences services environment.
What You'll Do
- Responding to customer support queries, logged via Service Now
- Provide daily help desk support, including ticket routing and user account management (D365, email, security roles, first level user support)
- Performing timely recognition, isolation, resolution and follow-up of tickets
- Proactively Investigating Support calls and managing them through to completion
- Communicating with users and 3rd Party suppliers if needed
- Managing SLA’s (Service Level Agreements)
- Follow up with customers to ensure satisfactory service
- Resolve issues while adhering to protocol and escalation procedures
What We're Looking For
- 3+ years of experience with Microsoft Dynamics 365 – including but not limited to General Ledger, Accounts Receivable, Accounts Payable, Supply Chain, Project Management and Accounting, System Administration
- Experience with help desk support
- Understanding of D365 system administration
- Experience with ServiceNow ticket management
- Strong knowledge of Microsoft Workflows & Power Automate
- Understanding of Microsoft Power Platform
- Understanding of Microsoft Power BI