Sarah Khoo

System Configuration and Maintenance:

• Configure and maintain the D365 F&O system to meet the organization's financial and operational requirements.
• Perform system updates, patches, and ensure the system is up to date.
• Manage the implementation of code deployments across D365 application environments.
• Manage and maintain security roles and permissions.
• Manage all workflow configurations across modules: AP, AR, Expense management, General Ledger, Procurement, PMA

Environment management

• Manage and maintain system configuration across all sandbox environments
• Conduct database refreshes and associated post-refresh steps to configure sandbox environments for SIT/UAT
• Provision access to Dev machines for external technical consultants

Problem Resolution:

• Investigate and resolve issues related to the D365 F&O system in a timely manner.
• Provide root case analysis for D365 system outages
• Collaborate with external vendors for externally escalated issues or system enhancements.

Integration and Data Management:

• Manage Dual Write Solution which integrates F&O and CE
• Manage the integration points between F&O and external systems via KingswaySoft SSIS, SFTP and APIs.
• Manage data imports and exports between D365 F&O and other systems.

Project Collaboration:

• Collaborate with cross-functional teams on D365 F&O-related projects.
• Ensure that system changes align with project goals and timelines.

Security and Compliance:

• Conduct regular security audits to ensure compliance with Internal Audits.
• Liaise with Internal Audit teams to provide necessary information

Change Management:

• Implement and manage change control processes to ensure that system changes are properly documented, tested, and approved.

Testing and Quality Assurance:

• Perform testing of system updates, new features, and customizations to ensure they function correctly.
• Document and resolve issues identified during testing.

Monitoring and Performance Optimization:

• Monitor system performance, troubleshoot and resolve performance issues.
• Implement best practices for system health and performance.

• Provide L1 front-line support to end-users, addressing their inquiries, issues, and troubleshooting problems related to the D365 F&O application.
• Investigate and resolve application-related issues and errors promptly to minimize disruption to business operations.
• Create and manage incident tickets to track and document support requests, ensuring timely resolution.
• Assist users with system configuration and customization requests, such as modifying forms, workflows, or reports.

• Respond to user inquiries, issues, and service requests via phone, email, or chat in a courteous and timely manner.
• Provide end-users with technical assistance and solutions for hardware, software, and network-related problems.
• Create, track, and manage incident tickets to ensure proper documentation and resolution of technical issues.
• Prioritize and escalate incidents based on their impact and urgency.
• Install, update, and troubleshoot software applications for end-users.
• Provide guidance on software usage and best practices.
• Diagnose and resolve hardware issues with workstations, peripherals, and mobile devices.
• Coordinate hardware repairs and replacements as necessary.
• Maintain a knowledge base of common issues and their solutions to aid in faster incident resolution.
• Document procedures for issue resolution and service request fulfillment.