About the role

Associate supporting administration and adoption of business applications for RSM's Dynamics 365 practice. Collaborating with IT and users to enhance platform operations and efficiency.

Responsibilities

Support the administration and day-to-day operations of key business applications utilized by the BA D365 practice.
Administer and support core ServiceNow modules, including Incident, Problem, Change, Request, and Knowledge Management.
Configure and maintain forms, lists, workflows, notifications, business rules, UI policies, and low-code automation solutions.
Manage users, groups, roles, and access controls in accordance with established governance and security standards.
Troubleshoot platform and application issues, perform root cause analysis, and coordinate issue resolution.
Support data imports, exports, reporting, and basic integrations following established standards and procedures.
Implement minor enhancements and process improvements to improve operational efficiency and user experience.
Partner with Corporate IT and DASH teams to support platform initiatives, testing, releases, and user adoption activities.
Create and maintain documentation, knowledge articles, training materials, and operational procedures.
Support additional platforms managed by the Enablement and Technical Operations teams, including ServiceNow, Secret Server, BeyondTrust, and other business applications as needed.
Participate in user acceptance testing (UAT), release validation, and continuous improvement initiatives.
Assist with gathering business requirements and translating them into practical technology solutions.

1-3 years of experience supporting enterprise applications, business systems, IT operations, or platform administration.
Experience with or exposure to the ServiceNow platform.
Strong written and verbal communication skills with the ability to work effectively with both technical and non-technical stakeholders.
Strong organizational skills and ability to manage multiple priorities simultaneously.
Ability to work independently while collaborating across cross-functional teams.
Strong customer service mindset and commitment to delivering a positive user experience.
Availability to work during standard U.S. business hours.
Bachelor's degree in Information Technology, Information Systems, Business, or a related field, or equivalent professional experience.