Jobs at Interswitch

Job Purpose

• To design, develop, and maintain Microsoft Dynamics AX 2012 and Dynamics 365 Finance & Operations (F&O) solutions to support business operations and enhance customer relationship management. 
• This role involves customizing, configuring, and integrating CRM functionalities to optimize workflows, improve user experience, and ensure seamless data management.

Job Responsibilities

• Provides technical and functional support in the areas of Microsoft CRM 2012 R2 & future versions administration, problem resolution, support, process mapping, development, testing, security & training.
• Work closely with other team members and partners to complete the ongoing Microsoft CRM on-premises 2012 migration to Dynamics 365 modules including Customer Support and Sales & Marketing
• Work closely with other team members and the lead developer to improve CRM/D365 system, helping the business to achieve her objectives.
• Designs and develops Dynamics 365 projects and customizations to meet the requirements specified in the Business - Requirement Document and Functional Requirement Document.
• Participates in design and code reviews and provides input into the design recommendation and ensures that all solutions are aligned to pre-defined architectural specifications.
• Performs unit tests and integrated testing to ensure delivered solutions are of high quality.
• Helps to define FDDs
• Routinely moves code between environments utilizing best practices
• Collaborates business analysts, other programmer, and internal users to identify, analyze, and troubleshoot technical issues related to Integrations and the Microsoft CRM/D365 application.
• Identifies and escalates impediments, issues, and risks affecting system performance to team lead and immediate supervisor.
• Performs coding changes and development according to established coding standards and best practices
• High level of knowledge with TFS
• Experience with X++, SSRS and MS SQL Server while also being proficient with CRM database structure, coding, and development techniques.
• Communicate effectively, both written and verbally, with both technical and non-technical professionals.
• Own the roadmap, lead projects, and all Microsoft CRM/D365 enhancements
• Implement hotfixes in highly customized environment
• Review, customize, install/upgrade ISV solutions
• Manage the security and access to Dynamics systems
• Ability to lead a project (technical execution)

Interswitch - CONFIDENTIAL:

• Follow the organization define SDLC, branching and CI/CD policies
• Solid understanding of A/R module
• Familiarity with IDMF
• Proactive, will take the initiative and run with projects.

Job Requirements
Education:

• University degree in the field of computer science or “STEM” major (Science, Technology, Engineering and Math) or related field.
• Bachelor's Degree and 3+ years of related experience.
• Microsoft Dynamics 365 Certifications
• TIL

Work Experience:

• Previous experience with Dynamics 365 Modules (Finance and Operation, HR)
• Previous experience with Microsoft CRM 2012 Migration to Dynamics 365
• Microsoft CRM / 365 Development – in-depth knowledge preferred
• Performance Analysis and Troubleshooting -- High level of ability and knowledge preferred
• Database Query Languages -- High level ability and knowledge preferred
• Verbal Communication -- High level of ability preferred
• Written Communication -- High level of ability preferred
• Microsoft Tools
• Visual Studio, 3-4 years of experience
• TFS, 3-4 years of experience
• Development Platform (.NET), 3-4 years of experience
• Microsoft Programming Languages (X++, C++, C#, C), XML 3-4 years of experience
• Microsoft SQL Server, 3-4 years of experience
• Microsoft Power Platform, 3-4 years of experience
• Microsoft Office Suite -- High level of ability and knowledge preferred
• Progressive experience in technical environments, 3-4 years of experience

Personal Attributes:

• Proven technical ability.
• Ability to set and manage priorities judiciously.
• Excellent written and oral communication skills.
• Excellent interpersonal skills.
• Strong tactical skills.
• Ability to articulate ideas to both technical and non-technical addresses.
• Exceptionally self-motivated and directed.
• Keen attention to detail.
• Superior analytical, evaluative, and problem-solving abilities.
• Exceptional service orientation.
• Self-motivation

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Job Purpose

• The IT Helpdesk and Business Support role is designed to provide comprehensive technical assistance and support to end-users within the organization.
• This position involves managing and resolving software and hardware issues, supporting business operations, and ensuring the smooth functioning of IT systems.

Key Responsibilities
IT Helpdesk Support:

• Technical Support: Provide first-line technical support to users by diagnosing and resolving hardware, software, and network-related issues.
• Incident Management: Log and track incidents and requests using the IT service management system, ensuring timely and accurate resolution.
• System Maintenance: Perform routine maintenance and updates on computers, servers, network equipment, and printers to ensure optimal performance.
• Software Installation: Install, configure, and maintain software applications and operating systems for end-users.
• Administration for M365, Teams, and Outlook, ensuring security and compliance.
• Install, configure, and maintain computer systems, printers, and peripheral devices.
• Monitor and ensure proper functioning of IT infrastructure, including internet connectivity, VPNs, and cloud services.
• Escalate complex issues to senior IT staff or external vendors when necessary.
• Document IT support requests, resolutions, and recurring issues in the helpdesk system.
• Administration of Cisco Devices: Manage, configure, and administer Cisco devices to ensure network stability and security.

Business Support:

• Business Support: Assist in the implementation and support of business applications, providing training and guidance to users.
• Documentation: Create and maintain comprehensive documentation for helpdesk procedures, troubleshooting guides, and user manuals.
• Communication: Communicate effectively with users, providing clear instructions and updates on the status of their requests.
• Training: Conduct training sessions for staff on new technologies, software applications, and IT policies.
• Assist in maintaining and troubleshooting enterprise applications (e.g., CRM, ERP, collaboration tools).
• Support onboarding and offboarding processes by ensuring employees have the necessary IT resources.
• Work closely with business units to understand their IT needs and suggest improvements.
• Provide training and user guides for common IT processes and best practices.
• Analyze and report on IT performance metrics to optimize support processes.
• Ensure compliance with company IT policies and data security regulations.
• Assist in IT procurement by researching and recommending hardware/software solutions.

Qualifications

• Education: Bachelor's Degree in Information Technology, Computer Science, or a related field.
• Experience: Minimum of 2 years of experience in an IT helpdesk or technical support role.
• Technical Skills: Strong knowledge of Windows, Linux and macOS operating systems, Microsoft Office Suite, M365, Teams, Outlook, and common business applications.
• Problem-solving skills: Excellent analytical and troubleshooting skills with the ability to resolve technical issues efficiently.
• Knowledge of networking concepts, including TCP/IP, DNS, DHCP, and VPN.
• Experience with Active Directory, Office 365, and cloud-based applications.
• Excellent communication and interpersonal skills for interacting with end-users.
• Basic knowledge of IT security practices, including endpoint protection and data backup solutions.
• Experience with ticketing systems and IT asset management tools is a plus.
• Communication Skills: Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Customer Service: Demonstrated commitment to providing high-quality customer service and support.
• Certifications: Relevant certifications such as CompTIA A+, ITIL Foundation, Microsoft Certified Professional (MCP), and Cisco certifications are a plus.