At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!
Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs. We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.
Job Description
The D365 Senior Technical Analyst partners closely with D365 Platform Operations Leads to deliver a high-performing, customer-focused support service aligned with agreed service scope and SLAs. This role is responsible for ensuring the stability, maintenance, and continuous optimization of Microsoft Dynamics 365 Finance & Operations (D365 F&O) through effective troubleshooting, user support, system enhancements, and controlled releases.
Essential Duties And Responsibilities
Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:
- Provide day-to-day operational support for Microsoft D365 Finance & Operations, including provisioning and termination of system access and roles.
- Respond to and resolve production incidents (performance, access, data accuracy, and system issues) using a structured, methodical troubleshooting approach.
- Ensure incident, request, and defect tickets are managed and resolved within defined SLA targets, maintaining high standards of quality and customer satisfaction.
- Actively manage and report on the operational backlog, providing key performance indicators aligned to service level commitments.
- Conduct root cause analysis for major and critical incidents, implementing resolutions, workarounds, and preventative improvements to reduce recurrence.
- Lead continuous improvement initiatives by developing and enhancing operational processes, procedures, and documentation, collaborating with cross-functional teams for alignment.
- Develop and maintain strong, credible relationships with key IT and business stakeholders, as well as third-party vendors and strategic suppliers.
- Write and maintain custom programs and scripts, and configure ERP applications to support business requirements.
- Analyze existing infrastructure and lead or contribute to system enhancements and optimizations.
- Lead the integration and release of new applications and updates into the existing environment, ensuring service acceptance criteria and operational deliverables are met prior to handover.
- Maintain a comprehensive and up-to-date knowledge base covering application architecture, common issues, support procedures, and FAQs.
- Proactively monitor applications and environments (alerts, performance, system health) to identify and address potential issues before they impact users.
- Support configuration and customization of Production and Sandbox D365 environments using tools such as Lifecycle Services (LCS), Power Platform, and Azure.
- Ensure data quality, integrity, and consistency across enterprise systems by adhering to approved workflows and procedures.
- Understand and comply with Sarbanes-Oxley (SOX) control requirements, supporting audit preparation and remediation activities as required.
- Ensure compliance with company standards, security policies, and operational procedures to safeguard application integrity.
- Stay current on D365 features, updates, and best practices, as well as organizational standards, through participation in change governance forums (e.g., CAB, VMOB).
- Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
- All other duties as assigned
Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by an employee with a disability, unless such accommodation would cause an undue hardship for EVERSANA. If reasonable accommodation is needed to perform the essential functions of your job position, please contact Human Resources.
Qualifications
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:
The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.
- 5–7 years of progressively responsible technical experience, including experience in a team lead or senior technical role.
- At least 5 years of hands-on technical experience with Microsoft Dynamics 365 Finance & Operations.
- Strong working knowledge of Windows Server, Windows desktop environments, SQL Server, Azure, and the Power Platform.
- Excellent verbal and written communication skills, with the ability to engage effectively with technical and non-technical audiences.
- Strong technical troubleshooting and diagnostic skills across application and infrastructure layers.
- Proven customer-focused mindset with the ability to resolve issues effectively and deliver solutions that meet business needs.
- Strong organizational, analytical, and conceptual skills with a high attention to detail.
Additional Information
OUR CULTURAL BELIEFS:
Patient Minded I act with the patient’s best interest in mind.
Client Delight I own every client experience and its impact on results.
Take Action I am empowered and empower others to act now.
Grow Talent I own my development and invest in the development of others.
Win Together I passionately connect with anyone, anywhere, anytime to achieve results.
Communication Matters I speak up to create transparent, thoughtful and timely dialogue.
Embrace Diversity I create an environment of awareness and respect.
Always Innovate I am bold and creative in everything I do.
Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.
EVERSANA is committed to providing competitive salaries and benefits for all employees. If this job posting includes a base salary range, it represents the low and high end of the salary range for this position and is not applicable to locations outside of the U.S. Compensation will be determined based on relevant experience, other job-related qualifications/skills, and geographic location (to account for comparative cost of living). More information about EVERSANA’s benefits package can be found at eversana.com/careers. EVERSANA reserves the right to modify this base salary range and benefits at any time.
From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.
Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by a qualified applicant or candidate with a disability, unless such accommodation would cause an undue hardship for EVERSANA. The policy regarding requests for reasonable accommodations applies to all aspects of the hiring process. If reasonable accommodation is needed to participate in the interview and hiring process, please contact us at applicantsupport@eversana.com.
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