Microsoft D365 Field Service Training and Systems Analyst

Position Description

Job Title: Microsoft D365 Field Service Training and Systems Analyst
Reports To: Sr. Project Manager
FLSA Status: Exempt
Location: Shared Services Office, Irving, TX

Essential Duties And Responsibilities

• Collaborate directly with developers to create and test new software features.
• Communicates the front-end user workflows to the development team, ensuring a seamless translation of business needs into functional enhancements.
• Provide dedicated support and training during go-live periods for new software rollouts, including implementations for acquired companies.
• Serve as the first point of contact for all field service support needs, addressing inquiries and troubleshooting from users.
• Manage helpdesk tickets by proactively providing go-live support and assisting in self-service errors.
• Supports and collaborates with all members of the service group, including leaders, technicians, and administrators.
• Update process documentation and roll out new features and fixes via email and live training sessions.
• Actively solicit and incorporate user feedback from training sessions to continuously improve the training materials and content.
• Monitor user feedback for future improvements while tracking trends for in-depth analysis.
• Document and maintain comprehensive process flows and standard operating procedures (SOPs) for all software functions.
• Trains on new curriculum and ongoing refresher courses.
• Able to execute and walk through billing-related processes within the software.

Other Duties And Special Projects

• Lead and support various special projects as assigned.
• Regular, consistent and necessary to meet the needs of the business.
• Perform other duties and responsibilities as assigned.

Competencies

• Excellent communication and interpersonal skills with the ability to build strong relationships across all levels of the organization.
• Strong verbal and written communication skills.
• Ability to effectively communicate and present information one-on-one and in group situations, and outside of the company.
• Ability to solve practical problems and manage a variety of variables in situations and with problems where only limited information or standardization exists.
• Open and transparent with a strong work ethic as well as the ability to handle sensitive and confidential information.
• Strong attention to detail.
• Able to work in a fast-paced environment.
• Must be a self-starter, independent, and strong organization skills, with the ability to manage multiple priorities and deadlines at any given time.
• Able to establish and build effective working relationships with colleagues and staff.

Education/Experience

• Associate’s degree and/or 3+ years of experience in software support systems.
• HVAC industry knowledge is a plus.
• Proven experience in training and public speaking.
• Ability to understand the software system from a technical standpoint and translate that knowledge for a front-facing training role.
• Experience with Microsoft Dynamics 365 with a focus on field service is a plus.
• Familiarity with Finance & Operations (F&O).
• A process-driven mindset with a high degree of attention to detail.

Physical Demands

• Must be able to walk, bend, stand, and reach constantly during a workday.
• Must be able to lift 15 – 20 lbs.
• Standing for long periods of time (4-5 hours) occasionally.
• Must be able to travel via plane or car to events.

Work Environment

• The workplace is in a corporate office environment and the temperature in the work environment is usually moderate.
• The position’s primary office is the Shared Services, Irving, TX office; however, telework or work at home, on the road, or in a satellite location for portions of the workweek may occur, depending upon project needs and requirements in coordination with your direct supervisor and/or most senior leader of your department.
• Frequent travel may be required.