ERP Support Analyst

Jellycat Toy Co. Ltd.; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

D365 Support

Incident Management

ITSM Tools

Escalation Management

Education

ITIL v4 Foundation

Tools

HaloITSM

Microsoft 365

Entra ID

Azure Integration Services

Job description

For a quarter of a century, the Jellycat family have brought joy, wonder and playful fun to people of all ages, in every part of the world. Utterly original and in a class of their own, they are currently among the most loved and collected toys of their kind. How has this gentle tribe endeared themselves to so many? Perhaps it is their whimsical expressions. Or the deliciously soft fabrics. Or the beautiful way in which they sit in your hand. Whatever it is, there is something magical and unmistakeable about each one of them.

This is an exciting opportunity to join Jellycat at a pivotal stage in our D365 journey, supporting the ERP platform that powers our global business. You'll act as the key link between users, technology and our external support partners, taking ownership of incidents and requests from end to end while helping colleagues get the most from D365. In doing so, you'll play a vital role in supporting business operations, improving user experience and ensuring the platform continues to deliver value as we grow internationally.

You'll be;

• Acting as the first point of contact for all D365 incidents, requests and how-to queries logged.
• Triaging, prioritising and resolving first-line issues, such as user errors, process questions, stuck or failed jobs, data corrections, print and report issues, and known errors with documented workarounds.
• Reproducing issues and gathering full information (steps, screenshots, records affected and business impact) before escalating.
• Escalating second- and third-line issues to the managed service partner through the agreed process and integration, with clear and complete ticket information.
• Maintaining ownership of escalated tickets, chasing the partner against SLA commitments, keeping users updated and confirming fixes with the business before closure.
• Identifying and raising Priority 1/major incidents quickly, and acting as the internal coordinator between the business and the partner until service is restored.
• Managing D365 user access, including new joiners, movers and leavers, security role assignment and licence allocation, in line with approved role design.
• Supporting periodic user access reviews and maintaining accurate access records.
• Building and maintaining a D365 knowledge base of known errors, workarounds, how-to guides and FAQs within HaloITSM.
• Supporting D365 users across the UK and US, including some work outside core UK hours to overlap with US colleagues.
• Supporting future D365 rollouts to other regions, including go-live and hypercare support where required.

You'll have;

• Experience in an ERP application support or service desk role, with experience supporting Microsoft Dynamics 365 Finance & Operations / Supply Chain Management highly desirable.
• Experience administering ERP user access and security roles.
• Experience using IT Service Management (ITSM) tools to manage incidents, requests and changes, with HaloITSM experience considered an advantage.
• Experience working with third-party managed service or support partners, including escalation management and monitoring service level agreements.
• An understanding of how ERP systems integrate with other platforms, such as EDI, warehouse management systems and reporting tools.
• Familiarity with Microsoft 365 and Entra ID.
• Exposure to Azure Integration Services.
• An ITIL v4 Foundation certification, or a willingness to work towards one.
• Strong written communication skills, with the ability to create clear user guides and explain technical issues in plain language.