Navision 2nd Line Support

Description

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW.

Overview
This role is a key part of the Navision Support Team, delivering essential first- and second-line support across the organization and taking ownership of more complex technical issues. As Navision is the company’s core ERP system supporting critical business functions, the successful candidate will play a central role in ensuring its stability, performance, and effective use.

Working closely with various departments, this role requires a proactive mindset and strong problem-solving skills to maintain system performance and support business continuity. Performance will be measured against defined KPIs, with feedback from key stakeholders and users.

Key Responsibilities

Support & Issue Resolution

• Provide 1st and 2nd line technical and functional support, from issue logging to resolution.
• Keep users informed throughout the support process.
• Investigate system bugs, identifying whether they result from user error or system faults.
• Manage the Nav-Support mailbox and respond to general support queries.

User Management & System Access

• Set up new users and manage permissions and access changes.
• Disable users as required; handle updates for workflows (e.g. expense, overtime, and purchase requisition approvals).
• Approve system requests on behalf of managers when needed.

System Monitoring & Reporting

• Monitor system performance and identify potential issues proactively.
• Generate monthly reports on logged support requests and conduct trend analysis to highlight recurring problems or areas for improvement.

Project & Change Management

• Collaborate with project teams on system upgrades and new developments.
• Oversee system changes, from requirements gathering to testing and delivery.
• Conduct or support testing for changes and bug fixes; follow up with team members and developers on outstanding tasks.
• Review and approve change management items before deployment.
• Support weekly BAU meetings, reviewing key changes, risks, and progress.

Compliance & Documentation

• Execute SOX controls on a monthly, quarterly, and annual basis.
• Ensure compliance with development standards and internal procedures.
• Help maintain documentation, policies, and the central knowledge base.

Communication & Training

• Communicate major system changes and project implementations to the business.
• Support Navision training efforts across departments.

Key Skills & Experience

• At least 1 year of experience supporting Dynamics NAV or a similar ERP system, or involvement in ERP implementation projects.
• Ability to translate technical details into user-friendly language and vice versa.
• Strong root cause analysis and issue resolution skills, with appropriate escalation when needed.
• Capable of identifying patterns and recurring problems that may point to broader system issues.

Core Competencies

• Strong analytical and problem-solving skills.
• Clear, confident communicator with the ability to empathize and build rapport with users.
• Able to stay calm and accurate under pressure.
• Skilled at managing and prioritizing tasks in fast-paced environments.
• Comfortable navigating complex systems and interrelated business processes.
• Good understanding of general business operations.
• Strong contributor to team and individual objectives.

Personal Attributes

• Self-motivated and proactive, with a drive to make positive business impact.
• Reliable and punctual, with a consistent track record of meeting deadlines.
• Positive, approachable, and customer-focused.
• Highly organized and detail-oriented.
• Naturally inquisitive with a keen eye for detail.
• Collaborative team player, ready to support colleagues and contribute to shared goals.

We make technology work so people can do great things.

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.