Application Business Software Support
Salary: $2,800 – $3,800 per month
Job Scope / Job Description
Provide application support for key business systems, particularly Microsoft Dynamics 365 Business Central.
Develop and maintain a good understanding of Business Central and the organisation's business processes and workflows.
Understand and support key business processes, including purchasing, sales, inventory, finance and approval workflows.
Support users in resolving Business Central application, functional and access-related issues.
Assist in analysing business requirements and translating them into suitable IT or system solutions.
Support Microsoft 365 and Microsoft Office applications, including Outlook, Excel, Word, Teams, SharePoint and related business productivity tools.
Provide application support and troubleshooting for web-based business applications, portals and internal systems.
Support user access, application configuration, browser compatibility and application-related issues for web applications.
Support APIs, web services and system integrations between Business Central, web applications and other business applications.
Monitor and troubleshoot application, API and integration issues, and coordinate with vendors or consultants where required.
Manage user accounts, access rights, roles and permissions for Business Central, Microsoft 365 and other business applications.
Support IT security, compliance and periodic user access reviews.
Manage IT application incidents, perform initial troubleshooting and coordinate issue resolution with internal teams and external vendors.
Liaise with IT vendors, Business Central consultants, software providers and service providers on technical and application issues.
Maintain IT, application, system integration, Business Central and user-support documentation.
Participate in IT projects, system enhancements, system upgrades, testing and User Acceptance Testing (UAT).
Identify opportunities to improve IT processes, business workflows and system efficiency.
Microsoft 365 & Productivity Application Support
Provide first-line and second-line support for Microsoft 365 and Microsoft Office applications.
Support Outlook, Excel, Word, PowerPoint, Teams, SharePoint, OneDrive and other Microsoft 365 services used by the organisation.
Assist users with application configuration, permissions, sharing, collaboration and productivity issues.
Support the adoption of new Microsoft 365 features and capabilities to improve business productivity.
Develop simple Excel-based solutions, templates, reports and automation where appropriate.
Identify opportunities to replace manual processes with Microsoft 365-based solutions.
Web Application & Digital Application Support
Provide application support for internal and external web applications, customer portals and business portals.
Perform initial investigation of web application issues, including login, access, browser, performance, API and data-related problems.
Monitor application availability and coordinate troubleshooting with developers, hosting providers and external vendors.
Support application configuration, testing, deployment and version upgrades.
Assist with investigating application errors through logs, API responses, browser developer tools and other diagnostic information.
Coordinate application changes and ensure appropriate testing is completed before production deployment.
AI, Copilot & Intelligent Automation
Support the organisation's adoption and implementation of Artificial Intelligence (AI) solutions to improve productivity and business processes.
Evaluate and support the use of Microsoft Copilot, ChatGPT, Google Gemini and other approved AI tools for business and IT use cases.
Identify suitable opportunities for AI adoption, automation and intelligent workflow improvements.
Assist users in applying AI tools for document processing, information retrieval, reporting, data analysis, content generation and routine administrative tasks.
Support the development of AI-assisted workflows and business processes while ensuring appropriate security, privacy and access controls.
Assist in evaluating AI-generated results and implementing appropriate human review and approval processes.
Promote responsible and secure use of AI within the organisation.
Maintain documentation, guidelines and best practices for approved AI tools and applications.
Work with business users to identify repetitive or manual processes that may benefit from AI or automation.
Workflow & Automation
Identify opportunities to automate repetitive manual processes using Microsoft Power Automate, Power Apps, Microsoft 365 workflows and other approved automation platforms.
Develop, maintain and troubleshoot workflow automation for business processes such as approvals, notifications, document processing and data synchronisation.
Support integration between Business Central, Microsoft 365, web applications, APIs and workflow automation platforms.
Implement automated notifications, alerts, approvals and exception handling where appropriate.
Monitor automated workflows and investigate failed, delayed or incorrect workflow executions.
Document automation logic, dependencies, business rules and support procedures.
Continuously review existing workflows and recommend improvements to increase efficiency and reduce manual work.
Digitalisation & Continuous Improvement
Support digital transformation and application modernisation initiatives.
Identify opportunities to improve existing business processes through digitalisation, automation, AI and system enhancements.
Assist in evaluating new applications, technologies and solutions that may improve operational efficiency.
Participate in proof-of-concept (POC), pilot and technology evaluation activities.
Work with business departments to understand pain points and propose practical technology solutions.
Measure and review the effectiveness of implemented applications, automation and digital solutions.
Promote continuous improvement in application support, business processes and user experience.
Contribute to the organisation's AI adoption, AI implementation and AI transformation initiatives.
Application Support & Service Management
Provide timely and professional application support to business users.
Record, track and manage application incidents and service requests.
Perform initial diagnosis, impact assessment and root-cause analysis of application issues.
Escalate complex issues to appropriate internal technical teams, software vendors or consultants.
Follow up on outstanding issues and ensure users are kept informed of progress.
Maintain a knowledge base containing common problems, solutions, procedures and troubleshooting guides.
Monitor recurring incidents and identify opportunities for permanent corrective actions.
Support application change management and ensure changes are properly tested and documented.
Additional Essential / Preferred Requirements
Experience supporting Microsoft Office and Microsoft 365 applications, including Outlook, Excel, Teams, SharePoint and OneDrive.
Experience supporting web-based applications, business portals or internal applications.
Basic understanding of web technologies, APIs, web services and application integrations.
Familiarity with Microsoft Power Automate, Power Apps or other workflow automation platforms.
Good understanding of application troubleshooting, incident management and root-cause analysis.
Ability to understand business requirements and translate them into practical application or automation solutions.
Awareness of AI technologies and generative AI tools, including Microsoft Copilot, ChatGPT and Google Gemini.
Ability to identify practical opportunities for AI adoption, workflow automation and digitalisation.
Preferred / Advantage
Experience implementing or supporting Microsoft Copilot or other enterprise AI solutions.
Experience with Microsoft Power Platform, particularly Power Automate and Power Apps.
Experience developing or maintaining automated workflows, approval processes and notifications.
Experience supporting web applications, APIs, REST services and system integrations.
Experience with AI-assisted business processes, document processing or intelligent automation.
Experience participating in AI adoption, AI implementation or AI transformation initiatives.
Experience with Business Central APIs, web services and integrations.
Experience with application monitoring, logging and troubleshooting tools.
Experience in requirements gathering, process mapping and business process improvement.
Experience conducting POC, pilot testing, system testing and UAT.
Knowledge of information security, data protection and responsible AI practices.
Experience coordinating with software vendors, consultants and external service providers.
Phang Chi Kwan Reg No: R1652832
The Supreme HR Advisory Pte Ltd EA No: 14C7279