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