CRM Production Support Analyst

4 days ago

Singapore D L RESOURCES PTE LTD Full time

Part of the Microsoft Dynamics CRM Production Support Team
- To provide proactive, timely, effective and efficient support to the business users
- To perform production support activities which involve assignment of issues and issue analysis and resolution within the specified SLAs
- To own issues and projects, and work with the various teams to develop solutions for the users
- To collaborate with business partners, third party vendors, and technology teams to facilitate the support process and work toward timely and effective issue resolution
- Work in the Production support team; Provide front-line support for incoming issues to ensure timely and effective resolution of user issues, queries and projects
- Actively manage all incidents and issues to proper closure - escalate issues as appropriate to necessary teams and management
- Analyse, document and track all actions taken throughout the lifecycle of the issue including decisions made, successful and unsuccessful actions taken, and final steps executed for resolution. Evaluate documented resolutions, analyse trends, and make recommendations to prevent future occurrences of similar issues
- Participate and collaborate with the development team in requirements gathering, clarification, and analyse impacts on issue or users requirements
- Engage vendor to provide solutions for the stability and sustainability of the production environment.
- Utilize software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution

**Job Requirements**:

- Minimum 3 years of experience in Microsoft Dynamics CRM suite of products
- Strong technical skills in Microsoft Dynamics CRM, SQL Server, Oracle, Windows and UNIX
- Able to multitask and handle multiple priorities
- Good team player, independent, proactive and self-starter with excellent interpersonal and communication skills
- Bachelor's Degree in Computer Science, Computer Engineering, Information Systems or related disciplines

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