Senior Application Support Analyst

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Miki Travel (Hong Kong) Limited Full time $60,000 - $90,000 per year

Overview

We are seeking a dedicated (Microsoft Dynamics 365) Application Support Analyst to provide expert support for our core financial and business applications. This role is crucial for ensuring system reliability, high user satisfaction, and continuous improvement related to our financial systems. You will be the key liaison between business users, the IT department, and external software vendors to maintain seamless operations and drive functional efficiency.

Key Responsibilities

  • Provide daily application support for key financial modules (e.g., Accounts Payable, Accounts Receivable, General Ledger, Project Accounting, Sales/Purchasing).
  • Manage and coordinate system change requests from initial business need through to accurate and timely completion.
  • Troubleshoot and resolve incidents, service requests, and technical issues within the financial systems and their integrated platforms.
  • Serve as the primary contact for application-related inquiries, escalating issues to internal teams or third-party vendors when required.
  • Offer (Level1) and (Level 2) technical support to internal users across global entities, maintaining high service quality and timely resolutions.
  • Log, prioritize, and monitor support tickets using the internal ticketing system, ensuring clear and complete documentation.
  • Effectively communicate issue status and resolution progress to end users, IT teams, and management.
  • Conduct thorough testing and validation of system updates, configuration changes, and new features before they are deployed to users.
  • Support audit activities by generating system reports, providing data extracts, and supplying supporting documentation.
  • Develop and maintain clear user guides, training materials, and process documentation for supported applications.
  • Collaborate with both local and offshore IT teams to resolve issues and implement system enhancements.
  • Assist with system upgrades, maintenance, and deployment cycles, including testing and post-implementation support.

Skills and Experience

  • Minimum 2 years of hands-on experience supporting Microsoft Dynamics 365 Finance & Operations system or major ERP financial system preferred
  • Proven experience delivering Level 1 and Level 2 application support.
  • Solid understanding of financial processes and accounting principles (AR, AP, GL).
  • Strong analytical, troubleshooting, and problem-solving skills with the ability to work both independently and collaboratively.
  • Experience in gathering business requirements and documenting processes.
  • Excellent communication skills (verbal and written) with the ability to explain technical concepts to non-technical users.
  • Familiarity with tools for managing application changes and deployments (e.g., Azure DevOps, Jira).
  • Experience working with software vendors and consultants is a bonus.
  • Ability to create high-quality user manuals and visual guides (using screenshots and diagrams).
  • Basic understanding of database concepts (e.g., SQL) and application data structures in D365.
  • Exposure to IBM iSeries environments is an added advantage.

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