• Day to Day Operational Oversight (Weight 40%) - Work collaboratively with the team to ensure application tickets are resolved in a timely way and in accordance with ADM procedures
• AOP (Weight 40%) - Work with relevant stakeholders to ensure AOP items are updated and executed in a timely manner
• General Service Delivery (Weight 20%) - Work with all stakeholders to including ADM colleagues as well as 3rd party service providers to ensure the service we deliver is a quality service with minimal down time.
• Projects and Non Project demand(20%) - Represent the team in the capacity of technical lead in project meetings
• Work in an ethical and legal manner in accordance with Company policies and procedures.

• 5+ years relevant industry experience.
• ITIL certification preferred.
• Experience in using a ticketing tool.
• Basic understanding of SOX principals.
• Good functional knowledge of MS Dynamics Navision and/or MS Dynamics 365 BC
• Ability to prepare technical documents for others to follow.
• Ability to convey technical requirements in simple a non-technical manner.
• Proficient in using Microsoft Outlook, Word, Excel and PowerPoint.
• Fluent in English, both written and verbal.
• Customer service orientated attitude.
• Experience in effective communication with technical (GT) and non-technical (business) people.
• Capable of working collaboratively with colleagues in person or remotely over the phone or with collaboration tools such as MS Teams.
• Highly motivated team player with the skills and ability to manage changing priorities.
• Solid and proven experience in supporting application environments.
• Participate in routine standups to remove roadblocks and ensure team is focusing on top priorities.
• Provide input and guidance into the Annual Operating Plan (AOP) and ensure items are executed as per the plan.
• Provide operational oversight by performing the duties of Queue Owner, ie monitor support queues to ensure timely assignment and resolution of issues.
• Constantly seek and recommend opportunities for service improvements and efficiency gains.
• Work collaboratively with the team to stay updated with industry trends and best practices to ensure tower remains current by means of technical roadmap.
• Liaise with and advise both Solutions and Non Project demand teams on technical matters.
• Primary contact for key business colleagues & third party service providers.
• Participate in projects as the subject matter expert for the applications.
• Occasional weekend and holiday availability needed to support lifecycle management activities and escalations through on-call responsibilities.

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