The role of Business Application Engineer is to be responsible for IT Applications Support activities. Providing advanced technical support for business-critical applications, ensuring that all incidents that have been escalated from the Service Desk Support teams, or have been raised directly into the IT Application Support queue are resolved promptly. This role acts as a key liaison between the technical teams and the business users, analysing complex issues, applying deep application knowledge and working with development and infrastructure teams, where needed, to maintain high system availability and performance. This role also contributes to continuous improvement by identifying recurring issues and recommending long term solutions using Problem Management and ITIL best practices.
Responsibilities:
- Respond promptly to incidents related to Applications reported through the Service Desk or monitoring systems.
- Diagnose, troubleshoot, and resolve application issues, following agreed procedures.
- Escalate complex or unresolved incidents to appropriate teams or third-party vendor(s) adhering to agreed service level agreements (SLAs).
- Implement and manage application updates, ensuring security updates are applied promptly to mitigate vulnerabilities.
- Communicate effectively with end users, providing clear instructions and guidance on the use applications services.
- Keep users informed about the status of their support tickets and maintain ticket records following ticket management standards and procedures.
- Conduct regular reviews of operational checks such as batch jobs to ensure they are operational.
- In addition to your primary support area, you may develop skills to support other areas of Service Delivery as defined and agreed with your manager, including local support tasks as required. You may also be required to perform Service Desk duties on occasion.
- Assist in conducting root cause analysis and managing problems to prevent recurring issues.
Essential
- Expertise in Microsoft Dynamics 365, with relevant certifications such as Microsoft Dynamics 365 Fundamentals (CRM, ERP), Power Platform.
- Expertise in FinOps and CE for D365
- Proven experience in Business Application role preferably in a medium to large organisation.
- Good overall understanding of ITIL framework and ITSM best practices.
- Good analytical and problem-solving skills.
- Good understanding of priorities versus business impact and Incident resolution within required set of SLAs.
- Documentation skills for creation of Runbook / Knowledge Articles, including the ability to produce from scratch.
- Problem management
Desirable
- Expertise in Microsoft Dynamics 365, with relevant certifications such as Microsoft Dynamics 365 Fundamentals (CRM, ERP), Power Platform.
- ITIL certification (Foundation level or above)
- Work with diverse technology stacks, including bridging the gap between legacy systems and modern platforms.
Required Competencies:
- Very organised with good planning and coordination skills.
- Ability to interact and communicate well at all levels.
- Inquisitive mindset, not happy to accept the ‘status quo’.
- Ability to multi-task and remain calm under pressure.
- Collaborative team player who continually strives for improvement.
#Li-Hybrid
Additional InformationRotork is the market-leading global flow control and instrumentation company, helping our customers manage the flow or liquids, gases and powders across many industries worldwide.
Our purpose is Keeping the World Flowing for Future Generations.
For over sixty years, the world has relied on us to create the things that keep everything moving. From oil and gas to water and shipping, pharmaceuticals and food- these are the flows on which our modern world depends.
Today we're respected and admired for our people, performance and products. Our success flows from our commitment to engineering excellence, and that's what we will always pursue, safely and sustainably.
Rotork is going through an exciting period of change and growth, building on our existing market success. It's a great time to join us and make an impact in shaping the future of our business.
Skills Required
- Expertise in Microsoft Dynamics 365 and relevant certifications (Microsoft Dynamics 365 Fundamentals, Power Platform)
- Expertise in Dynamics 365 Finance and Operations (FinOps) and Dynamics 365 Customer Engagement (CE)
- Proven experience in a Business Application support role, preferably in a medium to large organisation
- Good overall understanding of the ITIL framework and ITSM best practices
- Good analytical and problem-solving skills
- Understanding of prioritisation, business impact, and incident resolution within SLAs
- Documentation skills to create Runbooks and Knowledge Articles from scratch
- Problem management experience
- Additional Dynamics 365 expertise and certifications
- ITIL certification (Foundation level or above)
- Experience working with diverse technology stacks, bridging legacy and modern platforms
What We Do
Rotork is a FTSE-250 market-leading global provider of mission critical flow control and instrumentation solutions for oil and gas, water and wastewater, power, chemical process and industrial applications. Rotork has 3,700 employees, based in 39 countries and serving customers in over 170 countries, led from our head office in Bath, UK. No matter where in the world customers are located, Rotork products can be locally sourced and supported by life-of-plant maintenance, repair and upgrade services. Rotork – Keeping the World Flowing for Future Generations.
