ERP Application Specialist (Microsoft Dynamics AX)

Job Summary We are looking for an ERP Application Specialist to provide first-level support for ERP systems. The role involves managing and resolving tickets through FreshService, performing initial troubleshooting, escalating complex issues when necessary, and monitoring system performance. You will also help strengthen the knowledge base and improve support processes to ensure smooth operations and system stability. Key Responsibilities ERP Support and Ticket Management Manage ERP-related support requests through FreshService, ensuring proper logging and timely follow-up Classify and prioritize tickets based on severity (P1, P2, P3) and business impact Provide initial troubleshooting and resolution for common Microsoft Dynamics AX issues Issue Escalation and Collaboration Resolve tickets within SLAs and escalate complex cases with proper documentation Work closely with consultants or development teams on unresolved issues Contribute to problem management initiatives to reduce recurring incidents Communication and Stakeholder Support Provide regular status updates to users and stakeholders Handle incoming support calls related to ERP issues Documentation and Knowledge Sharing Follow standard troubleshooting protocols and use knowledge base articles Maintain accurate documentation to enhance the internal knowledge base Reporting and Analysis Generate reports on recurring issues, trends, and system performance Recommend improvements to minimize recurring problems System Monitoring and Stability Perform daily monitoring of Microsoft Dynamics AX through dashboards, SQL checks, and health monitoring Investigate anomalies and resolve system alerts to ensure stability Qualifications Bachelor’s degree in Information Technology, Computer Science, or related field 3–5+ years of ERP application support (Microsoft Dynamics AX 2012 or other ERP systems) Proficiency with: Table Browser for advanced troubleshooting AOT (Application Object Tree) navigation of forms, tables, classes, menus, workflows AX workflows, security roles, personalization Strong knowledge of ERP integrations, batch jobs, and error log monitoring Experience with incident management tools (FreshService, ServiceNow, Zendesk, etc.) ITIL Certification is a plus Skills and Competencies Strong analytical and root-cause problem-solving skills Ability to troubleshoot ERP issues independently Excellent communication and documentation skills Customer-focused with ability to manage expectations Team-oriented and proactive in resolving issues High attention to detail and structured in escalation handling