ERP Business Analyst AX

About the role

The ERP Business Analyst AX is responsible for implementing, supporting, and enhancing business applications with a primary focus on Microsoft Dynamics AX2009 and AX2012, including integrated solutions. This role requires deep functional knowledge of AX and ensures consistent, reliable service delivery aligned with the wider EMEA IT organization. The Analyst builds strong partnerships with business leaders to maximize the value of AX technology, advising on system improvements and business processes, while collaborating closely with regional and global ERP, data, risk, and strategic applications teams to drive standardization and best practices. As a member of the EMEA ERP Operations Team, the ERP Business Analyst AX contributes to regional IT discussions and decisions in support of the company’s overall strategy and vision.

Key Job Accountabilities 

• Be an active team member in all Dynamics AX related projects across the Amcor EMEA organization.
• Train and mentor Business users on AX functionality within their departments.
• Maintain system continuity by monitoring and writing specifications for change when required.
• Provide second line support on AX helpdesk tickets taking direct responsibility to meet Customer Service Level agreements.
• Build robust and close business relations with local business leads and third party providers to ensure a secure support environment.
• Regular engagement and proactive system analysis with Business Stakeholders (Plant General Managers, BG/BU Managers, Directors and Finance Managers) offering improvement recommendations.
• Lead prioritization of IT initiatives based on organization(s) needs/strategy, IT workload and budget. 
• This role forms part of Amcor’s operations in EMEA region which includes in total 100+ Manufacturing Plants and Shared Service Offices.
• Travel requirements: this role is also expected to travel to other countries/sites within the Region.
• Multiple language skills a distinct advantage

Group IT Level  

• Strong involvement with delivery on improvements to support processes, AX ERP related asset management, and customer satisfaction.  
• Responsibility for the implementation of Group IT shared service standards and support processes across the site(s) they work with. 
• Responsible for the quality of the AX ERP service delivery at the sites  
• Project leadership in their sites for all AX ERP related activities and support process changes for IT shared services  
• Coverage of critical AX ERP related issues at the sites  
• Security (alignment with IT policies)  

Customer Focus 

• Develop a “Customer First” culture within the ERP Group. 
• Good communication around issues and opportunities – get things done, make things happen. 
• Listening attitude 
• Regular meeting with key customers and stakeholders within EMEA. 
• Liaise with Business Groups and its stakeholders.  
• Monitor and report quality of the service delivered by the ERP Group. 
• Act as a main escalation point for internal customer feedback for AX ERP services delivered in the region. 
• Monitor and report quality of the services delivered and Key Performance indicators (KPIs)  

Service Delivery 

• Monitor compliant execution of standard processes. 
• Identify existing gaps between AX ERP service catalogue and business needs. 
• Request definition of new services, when needed/requested by internal customers. 
• Identify and put in place corrective actions when services are not delivered at the expected level of quality. 
• Identify and put in place corrective actions to improve KPIs.   
• Lead projects and ensure delivery on time and within budget. 
• Ensures hardware and software standards and compliance as defined by the Group IT teams are adhered to 

Qualifications/Requirements

• A technology related bachelor’s degree or equivalent experience/studies. An MBA is a plus.   
• 7+ years’ experience in IT or equivalent with project management, consulting, and business process re-engineering, preferably in a manufacturing environment, with at least 5 years in a Business Analyst role. 
• Proven track record of process standardization, adoption of best practices, service measurement, customer satisfaction monitoring.  
• The following knowledge/experiences are considered a plus: 
• Good knowledge of Business Processes in the Manufacturing industry 
• Certified expertise in the Dynamics ERP environment. 
• Certified in Project Management methodology 
• SQL Script and Report writing skills. 
• Networking infrastructure. 
• Disaster recovery testing for full production to ensure continuity of operations. 
• Cloud-based applications and management, including Office 365 Suite, Microsoft Azure, OCI. 
• Major Event and Crisis Management. 

#LI-onsite