Ax Technical Support Analyst

7 days ago

Melbourne, Victoria, Australia My Chemist Retail Group Full time

**About the job**:

- Chemist Warehouse is one of Australia's largest retailers, growing continuously year on year. With over 600 stores in Australia, New Zealand, Ireland, China, and Dubai, and many more exciting locations to come, the secret to our success lies in our exceptional customer service paired with competitively priced quality products. We take great pride in being innovative and responsive to the changing needs and challenges of the current market_

As a AX Technical Support Analyst, you will leverage your in-depth knowledge of Microsoft ERP eco-system viz. Dynamics AX (2009/2012), working directly with internal key stakeholders, Vendors and collaborating with IT functional team to achieve unified business outcomes.

Reporting to ERP Practice manger, you will be part of the team assisting in transforming functional requirements to technical solution. Your product knowledge will enable you to implement technology solutions that support and drive excitement for BAU support team. You will confidently advise against approaches that are not best practice, providing clear examples to support your viewpoint.

**Key responsibilities**:

- Responsible for the technical support in Dynamics AX 2009 / 2012.
- Monitor, follow-up and maintain the AX support queue. Ensure that support issues are assigned, and resolutions are documented.
- Write technical design documentation (TDD) and collaborate with the functional team to ensure functional and technical requirements are understood and well defined.
- Engage in discussions with functional consultants for design clarifications.
- Ensure technical support documents are complete and fixes are delivered successfully as per the plan.
- Involvement in the Release / upgrade/ implementation cycle as needed.
- On-going monitoring and investigation of Dynamics AX 2009 / 2012.
- Diagnose and resolve Dynamics problems and provide information to educate the users on resolutions in a prompt and professional manner.
- Aim to align response times with team SLA's delivering a consistently high quality of service.
- Engage with appropriate internal and external resources to resolve issues and keep users updated on progress toward resolution.
- Code release management, ensuring successful build and deployment to relevant environments with appropriate release notes.
- Solve technical issues encountered, raising to Microsoft support as required.

**Key skills & competencies**:

- Experience customising and supporting Dynamics AX 2012 R3/R2.
- Experience with API or REST services integrations.
- Ability to manage competing priorities in a complex environment.
- Agility in adapting in a changing environment.
- Excellent communication skills, with the ability to simplify complex concepts.
- Growth mindset, with a passion for learning and sharing knowledge.

**Qualfications and experience**:

- 4+ years of experience supporting and developing Dynamics AX2009 / 2012.
- Troubleshooting system issues for users across multiple sites.
- Highly organized with an ability to prioritize and multitask.
- Experience in requirements scoping and documentation, solution design and system configuration.

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