• Provide frontline technical and operational support to customers and internal teams • Answer and document hotline calls from customers, Product Support, and field staff • Follow defined troubleshooting scripts and established escalation paths • Escalate complex or unresolved issues to senior Product Support Engineers or appropriate internal teams • Provide assistance with device operation questions and basic maintenance guidance • Perform basic service activities such as troubleshooting and coordinating part replacement • Support parts and tool tracking, including basic part ordering and returns under guidance • Use required business systems (including Oracle and Salesforce) for case documentation and part management • Participate in scheduled Level I hotline coverage during normal business hours • Provide after-hours hotline support on a rotational basis • Participate in required clinical and product training to build foundational product knowledge (travel required) • Participate in on-site installations, preventive maintenance, or repair activities while shadowing senior engineers or field staff • Support cross-functional projects and operational initiatives as assigned • Maintain service documentation and follow expense management guidelines when applicable • Support customer satisfaction metrics through professional communication and timely issue resolution • Adhere to all applicable regulatory requirements and internal quality standards

• 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).

• Provides primary support to customers encountering problems using the CDK’s products and solutions. • Responds to customer product inquiries via telephone or in written internet-based email or chat sessions. • Facilitates inquiries through systems in order to provide answers to common questions and problems. • Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters. • Documents customer information and recurring technical issues to support product quality programs and product development. • Receives inbound client/associate inquiries via phone, web chat, e-mail, and online ticket. • Creates case logs, record information, establish resolution time, follow up on issues, and escalate complex issues. • Assesses issues and establish a course of action to guide the client/associate to timely resolution of inquiry. • Troubleshoots problems with malfunctioning software applications and recommends corrective action. • Directs and guides clients through resolution of technical issues. • Submits requests for product changes and other custom programming updates. • Practically applies knowledge of CDK case resolution process, policies, and escalation methodology. • Attends training courses as required and stay abreast of evolving internal processes and industry developments. • Provides customer service and remote support services and applies problem solving skills. • Works in a team environment and assist team members on various issues. • Provides other ad hoc support and duties as assigned.

• Keep assigned application systems and associated software operational • Monitor, analyze and plan upgrades for user needs • Support Technical Analysts and IS Team/Project Leads