Application Support Officer – ERP (Microsoft Dynamics 365)_Arabic speaker

About the Role

We are seeking a highly skilled and motivated Application Support Officer – ERP (Microsoft Dynamics 365) who is fluent in Arabic and English to join our dynamic team. In this critical role, you will serve as the primary point of contact for functional and technical support across the Microsoft Dynamics 365 ERP platform and its associated business applications. Your responsibilities will encompass ensuring the stability, availability, and continuous enhancement of ERP services while delivering exceptional user support and maintaining strict adherence to organizational governance and security standards.

This position requires close collaboration with business stakeholders, internal IT teams, and external vendors to support core modules such as Finance, HR, Procurement, and Operations. You will manage incidents and service requests, coordinate system enhancements, and contribute to ERP optimization initiatives that drive operational efficiency and business growth.

Key Responsibilities

• Functional ERP Support: Provide day-to-day functional support for Microsoft Dynamics 365 ERP modules, including Finance, Procurement, HR, and Operations, ensuring seamless business operations.
• Incident & Problem Management: Investigate, troubleshoot, and resolve application incidents, identify root causes, and implement corrective actions to prevent recurrence.
• User Access & Security Management: Administer ERP user accounts, security roles, and permissions in alignment with access control policies and compliance requirements.
• System Configuration & Workflow Design: Configure workflows, system parameters, and application settings based on evolving business requirements to enhance functionality.
• Stakeholder Collaboration: Work closely with Finance, HR, Procurement, and other business units to translate operational needs into effective ERP solutions and drive user adoption.
• Service Request & Change Management: Ensure all incidents, service requests, and changes are logged, tracked, and resolved within agreed service level agreements (SLAs).
• Testing & Quality Assurance: Support change requests by conducting impact analysis, preparing test scenarios, and participating in System Integration Testing (SIT) and User Acceptance Testing (UAT).
• Release & Upgrade Coordination: Manage ERP releases, patches, upgrades, and enhancements in accordance with established Change Management processes to minimize disruption.
• Documentation & Compliance: Maintain accurate and up-to-date documentation, including release notes, configuration baselines, and audit evidence, to support governance and regulatory compliance.
• Vendor & Technical Collaboration: Partner with external vendors and internal development teams to resolve complex application issues and optimize system performance.
• System Integration Support: Facilitate seamless integrations between Microsoft Dynamics 365 ERP and enterprise systems such as HRMS, DMS, and Data Warehouse platforms.
• Performance Monitoring & Reporting: Monitor ERP performance, contribute to reporting initiatives, and support audits and governance committees to ensure operational excellence.
• User Training & Documentation: Deliver end-user training sessions and create comprehensive user documentation to improve ERP adoption and reduce recurring support issues.

Requirements

Education & Certifications

• Bachelor’s degree in Information Systems, Computer Science, Accounting, Business Administration, or a related field.
• Microsoft Dynamics 365 Functional Consultant certification is highly preferred.

Professional Experience

• Minimum of 2–5 years of hands-on experience supporting ERP applications, with a strong focus on Microsoft Dynamics 365 Finance & Operations or Business Central.
• Proven experience supporting one or more functional modules, including Finance, Procurement, Human Resources, or Supply Chain.
• Demonstrated expertise in incident management, change management, and application support processes.
• Familiarity with SQL queries, system interfaces, SSRS reporting, or Power BI is advantageous.

Technical Competencies

• In-depth knowledge of Microsoft Dynamics 365 ERP and its configuration and administration.
• Proficiency in incident and problem management, change and release management, and user access management.
• Experience with SQL, SSRS/Power BI, system integration, and testing methodologies (SIT & UAT).
• Strong documentation skills to maintain ERP configurations, processes, and user guides.

Soft Skills & Personal Attributes

• Exceptional analytical and troubleshooting abilities with a methodical approach to problem-solving.
• Fluency in both English and Arabic, with excellent verbal and written communication skills.
• Strong documentation skills to ensure clarity and consistency in process documentation.
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
• Collaborative mindset with a strong focus on building relationships with business users and vendors.
• Customer-focused attitude with a commitment to delivering high-quality support and driving user satisfaction.