IT Systems Application Support

City Wide Franchise is seeking an IT Systems Application Support to join our fast paced Technology Support team! This position will be located in our Home Office, located in Lenexa, KS.

City Wide Franchise is a fast growing company with 70 franchise locations across the US and Canada. City Wide began as a management company providing building maintenance services to Kansas City based businesses in 1961. We are entering our 60th year in business and continue to experience double digit growth in our Kansas City and across our franchise business. Our culture supports the company Mission: to positively impact the people and community we serve.

KEY RESPONSIBILITIES

Provides frontline functional support for City Wide’s cloud-based business applications, with a primary focus on Microsoft Dynamics 365 platforms, ensuring reliable application performance, effective business process support, and a positive end-user experience. 

PRIMARY RESPONSIBILITIES

• Serve as the primary support resource for Microsoft Dynamics 365 applications, particularly Customer Engagement (CE) and/or Business Central (BC), with a focus on functional application support. 

• Identify opportunities to improve application workflows and business process efficiency within an established application environment. 

• Participate in testing and validation of application updates, enhancements, and Microsoft release waves to assess functional impact and usability. 

• Advise and assist the Systems Administrator by providing business context and functional input related to application security roles and access requirements. 

• Support troubleshooting of access-related or security-adjacent application issues in coordination with the Systems Administrator. 

• Create and maintain application documentation, including user guides, process documentation, and standardized support procedures. 

• Track, log, and manage application-related support issues within the ticketing system, ensuring timely resolution and clear communication with stakeholders. 

• Coordinate with external vendors or partners as needed to resolve application issues or support enhancements. 

• Assist with basic help desk functions, including troubleshooting cloud-related issues involving user devices, browsers, connectivity, or peripheral considerations. 

• Escalate infrastructure, hardware, or security-related issues to appropriate technical teams while remaining engaged to support resolution. 

• Travel requirements: Minimal (less than 5%). 

• Perform other related duties as assigned. 

PERFORMANCE METRICS

The following metrics apply to this position and should be recorded in your scorecard: 

• Meet or exceed established service-level expectations for application-related support requests. 

• Accurately document and manage all support activities within the ticketing system. 

• Maintain high user satisfaction scores through effective resolution of application usage issues. 

• Identify recurring issues or improvement opportunities and recommend actionable solutions. 

Requirements

• High School Diploma required, Associate’s or Bachelor’s degree in Information Technology, Information Systems, or a related field preferred.  

• 3-5 years of experience in application support, business systems support, or a related IT role.  

• Experience supporting cloud-based business applications, preferably Microsoft Dynamics 365 CRM and/or Dynamics 365 Business Central.  

• Working knowledge of Microsoft 365 applications (Outlook, Teams, Excel, SharePoint) and their integration with business systems.  

• Basic understanding of Power Platform tools such as Power Automate, Power Apps, and Power BI is preferred.  

• Experience working with ticketing systems and documenting support activities.  

• Strong analytical and troubleshooting skills with the ability to diagnose functional application issues.  

• Strong customer service and communication skills, with the ability to work effectively with users at all levels of the organization.  

• Organized, detail-oriented, and capable of managing multiple priorities.  

• Ability to create clear and effective documentation and training materials. 

WORKING CONDITIONS

Physical Demands 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

• The work is generally sedentary with extended periods of sitting; frequent standing, walking, typing, and use of hand and finger dexterity for keyboard and office equipment operation (e.g., computers, phones, mobile devices). 

• Hearing and vision within normal ranges are essential for effective communication, receiving information, and preparing documents. 

• Occasional lifting or carrying items weighing up to 10 pounds may be required. 

Work Environment:  

This position operates in a standard office setting with moderate noise levels and controlled climate. 

• The office is equipped with typical lighting and equipment conducive to prolonged computer use. 

• The role involves sitting for extended periods with intermittent walking or standing. 

• Interaction with colleagues and clients occurs regularly through meetings, phone calls, and in-person communication. 

DISCLAIMER: The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate. 

Benefits

City Wide offers base a competitive compensation, including commission and bonus, for this position. In addition, we offer a comprehensive benefits package to include medical, dental, vision, PTO and 401k.

More on City Wide...

City Wide Franchise is a fast growing company with 70+ franchise locations across the US and Canada. City Wide began as a management company providing building maintenance services to Kansas City based businesses in 1961. We are entering our 60th year in business and continue to experience double digit growth in our Kansas City and across our franchise business. Our culture supports the company Mission: to positively impact the people and community we serve. Read more about City Wide at gocitywide.com