D365 ERP Support Specialist — Global Rollouts

Jellycat Toy Co. Ltd.; Greater London; Vor Ort; GBP 40.000 - 60.000; Vollzeit

Zusammenfassung

Jellycat Toy Co. Ltd. is seeking a Dynamics 365 Support Analyst to join at a pivotal stage in our ERP journey. You will act as the key link between users, technology and external support partners, owning incidents and requests end to end while helping colleagues get the most from D365.

The role includes first-line triage, escalation to our MSP, managing D365 user access and building a knowledge base in HaloITSM, with UK/US coverage during go-live and hypercare.

Qualifikationen

• Experience in an ERP support or service desk role for Dynamics 365 F&O / SCM.
• Experience administering ERP user access and security roles.
• Experience using ITSM tools to manage incidents, requests and changes.
• Experience with third-party MSPs, escalation and SLA monitoring.
• Understanding of ERP integrations with EDI, WMS and reporting tools.
• Familiarity with Microsoft 365 and Entra ID; exposure to Azure Integration Services.
• ITIL v4 Foundation certification or willingness to pursue it.
• Strong written communication; able to create user guides and explain issues clearly.

Aufgaben

• Act as the first point of contact for D365 incidents, requests and queries.
• Triaging, prioritising and resolving first-line issues (user errors, data issues, reports).
• Reproducing issues with steps, screenshots and impact before escalation.
• Escalating second- and third-line issues to the managed service partner with clear ticket details.
• Owning escalated tickets, chasing SLAs and confirming fixes with the business.
• Identifying Priority 1/major incidents and coordinating between business and partner.
• Managing D365 user access including joiners, movers and leavers and licences.
• Supporting periodic access reviews and maintaining accurate access records.
• Building a D365 knowledge base of known errors, workarounds and guides in HaloITSM.
• Supporting D365 users across the UK and US; aligning with go-live and hypercare.

Kenntnisse

D365 Support

Incident Management

ITSM Tools

Escalation Management

Ausbildung

ITIL v4 Foundation

Tools

HaloITSM

Microsoft 365

Entra ID

Azure Integration Services

Jobbeschreibung

Jellycat Toy Co. Ltd. is seeking a Dynamics 365 Support Analyst to join at a pivotal stage in our ERP journey. You will act as the key link between users, technology and external support partners, owning incidents and requests end to end while helping colleagues get the most from D365.

The role includes first-line triage, escalation to our MSP, managing D365 user access and building a knowledge base in HaloITSM, with UK/US coverage during go-live and hypercare.