Demant

Application Support Spec

Department Demant Group Services Information Technology
Job Locations US-NJ-Somerset
Job ID
2022-15882

Overview

APPLICATION SUPPORT SPECIALIST - MARKETING/PATIENT ENGAGEMENT 

 

Demant is a world-leading hearing healthcare group that for more than a century has played a vital part in developing innovative technologies and know-how to help improve people’s hearing and health. In every aspect, from hearing devices, hearing implants and diagnostic equipment to intelligent audio solutions and hearing care all over the world, Demant is active and engaged.

 

The Demant Group operates in a global market with companies in more than 30 countries, employs more than 14,500 staff and generates annual revenue of DKK 14 billion (approx. 2.1 billion USD). Our products are sold in more than 130 countries.

 

In connection with our continued expansion, Demant’s Hearing Care IT is seeking a Microsoft Dynamics CRM/ClickDimensions support specialist to join our IT team supporting the Marketing & Patient Engagement team. The successful candidate will be involved in providing support to the business users for CRM/ClickDimensions, DM, and related applications, participate in implementations and provide training. Candidates should be self-starters with a broad business background.

Responsibilities

  • Provide 2nd level support for all AX, POS, DM, and related business applications issues and questions
  • Identify solutions to work around open issues that are under investigation or pending
  • Troubleshoot issues and escalate to 3rd level support if needed
  • Document and track case histories, issues, and actionable steps taken
  • Assist users in quality assurance testing of new software releases
  • Interact with user network and support building required IT skills in the business organization
  • Participate in Implementation of new software solutions
  • Participate in Hypercare support of new implementations
  • Participate in business requirement gathering and provide input on improving business processes
  • Coordinate with Global Hearing Care IT on trends and open issues
  • Prioritize Incidents effectively according to business needs
  • Participate in and/or lead group discussions on open issues with various departments
  • Managing a high-volume ticket queue, including prioritizing your work, updating, and quality assurance via Remedy
  • Participation in Business Critical Incidents including but not limited to, coordination with Business Critical Incident manager and other relevant resources by initiating communication groups, providing repro steps and other necessary details, testing/verification, strong communication with Business Process Support team providing updates and solution, and assisting BCIM with field/user communications specific to the applications supported
  • May perform miscellaneous tasks/projects as directed by manager

Qualifications

The position is a unique opportunity to gain exposure to business stakeholders and help be part of the solutions not just from a technical perspective but also to gain exposure to presenting more technical ideas or solutions.  There will be many opportunities for learning and professional growth, and your career path is yours to direct based on your drive to succeed.

 

  • Microsoft Dynamics - AX 2009/ 2012 experience is preferred
  • Strong Technical understanding is required
  • Experience with digital marketing tools and concepts is preferred
  • Experience with troubleshooting and debugging errors (Problem Solver)
  • Experience in training users
  • Excellent customer service skills
  • Experience with creating and maintaining documentation
  • Health care experience is preferred
  • Dedication to continuous self and process improvements
  • Positive attitude in the workplace
  • The ideal candidate will be extremely detailed and structured through their own self- discipline and personal drive. While also maintaining being a team player that assists others while demonstrating strong analytical skills.

 

 

The Company is an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

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