REMOTE Dynamics 365 Product Support Specialist

JOB SUMMARY: The REMOTE Connector Support Specialist IV is responsible for providing interface maintenance and integration support of Dynamics 365 suite of products. This REMOTE role will interact with customers and development partners to ensure that high quality deliverables are implemented. This candidate is considered a lead SME on the connector support team and accountable for achieving Vertex quality metrics for providing a superior level of customer support/satisfaction and training. This role will ensure that internal and external processes and procedures are developed in support of these efforts. Essential Job Functions & Responsibilities: * Strong knowledge of Dynamics 365 suite of products; Microsoft Dynamics 365 Techno-Functional Specialist * Experience in implementing Microsoft Dynamics 365 F/O module in at least two end-to-end implementation projects is an added advantage * Ability to work in a highly integrated and custom Microsoft Dynamics environment * Provide a high level of proficiency in transaction flows from Microsoft Dynamics 365 to transmission files (XML or Json) to Oseries, and the Tax Journal (Transaction Reports and Tax Returns). * Strong expertise in SSIS, Telephony integrations (CTI) and web API services * Ability to act as a primary point of contact to the client, and coordinate service delivery by working with our engineering team * Ability to deliver services in an integrated Service Level Agreement (SLA) environment * Perform root cause analysis and resolution of connector related issues * Assist in the development and improvement of support procedures to ensure a positive customer experience * Responsibility for providing regular communication to the stakeholders on the status of customer related issues and/or projects using issue management system (Salesforce and OSVC). * Achievement of Vertex quality and satisfaction metrics for implementation and ongoing customer support activities * Provide guidance and requirements to 3rd party development partners, Scrum Masters, Support Representatives, and internal development resources so to keep methodologies for developing interfaces to targeted applications efficient and effective. * Assist in gathering and documenting requirements from customers as they request new functionality and enhancements to Vertex applications. * Lead development and documentation of internal processes/procedures, training material; create knowledge content for the customer Help Center. * Establish strong communication channels with all Vertex departments supporting the alliances effort. * Must be available for emergency on-call situations as they arise. * Participate in other projects or duties. Knowledge, skills and abilities: * Strong knowledge of Dynamics 365 suite of products * ERP’s, EComm, and CRM solutions as it relates to tax calculation for purchases and sales in the territories that Vertex supports (US, Canada, VAT). * In-depth understanding of vendor interface development environments and processes * Knowledge of platforms, operating systems, database management and/or web authoring tools. * Knowledge of defect tracking systems, support development tools and practices. * Ability to manage and meet internal/external customer's expectations. * The ability to deliver basic presentations and answer complex product and tax questions with confidence and poise. * The ability to solve problems quickly and foster open communications during presentations. * Can create project plans that include specific time frame, resource requirements and accountability for each task. * Must be detailed oriented, a team player, and have strong organizational skills. * Must be able to operate under minimum supervision, make quick decisions and use independent judgment to resolve Dynamic 365 integration issues. * Must be results oriented, customer focused, exhibit good interpersonal skills, excellent time management skills and good organizational skills. EDUCATION, TRAINING: * Four-year degree in Business or Computer Science or equivalent education and experience. * Four (4) years of experience working with ERP systems with the ability to demonstrate knowledge of workflows, databases and tables etc. * Microsoft Dynamics 365 certifications a plus * Four (4) years of customer support experience. * Proficiency with SQL; 2 years’ experience writing queries. * Previous experience of enterprise software application in a tax process and consulting services/technology role preferred. * Prior sales & use tax experience strongly desired. * Experience successfully servicing medium complex client account REQUIRED FOUNDATIONAL COMPETENCIES: · Builds Relationships: Fosters open dialogue and obtains shared commitment to proposals; shared ideas and information to promote mutual understanding, respect, and effective decision-making. · Drives for Results: Acts to create opportunities for Vertex or to avoid future problems; has the courage to act with incomplete information rather than simply thinking about it; maintains a focused commitment to achieving enterprise objectives. · Knows the Business: Understands and applies knowledge of Vertex’s business and processes to accomplish goals. · Anticipates Customer Needs (internal and external): Establishes and maintains productive relationships with customers and partners, anticipating their needs. · Learns Continuously: Expands own knowledge base to enhance performance; seeks development to increase strengths for current and future needs. COMMENTS: The above statements are intended to describe the general nature and level of work being performed by individuals in this position. Other functions may be assigned, and management retains the right to add or change the duties at any time. #LIRemote