Regional It Support Analyst — Level 1/2, Uem & Aruba

Pyrotek; Apodaca; On-site; MXN 480,000 - 700,000; Full time

Job summary

Polaris Inc. in Monterrey, Mexico is seeking a Senior Applications Support Analyst to provide advanced production support for Microsoft Dynamics 365 F&O within the International Order-to-Cash domain.

The role focuses on incident management, service restoration, root-cause analysis, and business support for critical transactions. You will work with global stakeholders, product teams, and technology partners to keep systems stable, meet SLAs, and enable smooth sales orders, AR, invoicing, and

Qualifications

• Bachelor's degree in Information Technology or related field.
• 3-5 years of hands-on experience with Microsoft Dynamics AX and/or D365 F&O.
• Strong L2/L3 production support in global D365 F&O environments.
• Deep knowledge of Order-to-Cash processes (sales orders, pricing, invoicing, AR, etc.).
• Experience with D365 Commerce, integrations, and multi-country operations.
• Proven incident lifecycle management and ITSM familiarity.
• Advanced English communication skills.

Responsibilities

• Provide advanced production support for D365 F&O within O2C.
• Handle incidents, triage, root-cause analysis, and service restoration.
• Coordinate with global stakeholders to maintain system stability and SLAs.

Skills

D365 F&O knowledge

Incident management

L2/L3 production support

English proficiency

Cross-functional collaboration

Education

Bachelor's degree in IT or related

Tools

ServiceNow

Job description

Monterrey, Nuevo León, Mexico
Full time
R31044
At Polaris Inc., we have fun doing what we love by driving change and innovation. We empower employees to take on challenging assignments and roles with an elevated level of responsibility in our agile working environment. Our people make us who we are, and we create incredible products and experiences that empower us to THINK OUTSIDE.

Position Summary

The Senior Applications Support Analyst is responsible for providing advanced production support for Microsoft Dynamics 365 Finance & Operations (D365 F&O) within the International Order-to-Cash (O2C) business process area. This role serves as a senior-level technical resource focused on incident management, service restoration, root-cause analysis, operational monitoring, and business support for critical transactions involving sales orders, customer management, inventory, fulfillment, Accounts Receivable, D365 Commerce, and integrated systems.

The position works closely with business stakeholders, product teams, and technology partners to ensure stable system operations, maintain service levels, and minimize disruptions to business-critical processes. This is a hands‑on individual contributor role requiring strong troubleshooting capabilities, ownership of complex issues, and effective communication with global stakeholders.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, Business Technology, or a related field.
• 3-5 years of hands‑on experience supporting Microsoft Dynamics AX and/or D365 Finance & Operations.
• Strong recent experience providing L2 and L3 production support in a global, business‑critical D365 F&O environment.
• Strong functional and technical knowledge of Order‑to‑Cash processes, including:
• Customer setup
• Sales order processing
• Pricing
• Fulfillment and shipping
• Accounts Receivable
• Invoicing
• Returns and credit notes
• Inventory transactions and related postings
• Experience supporting multi‑country D365 F&O operations and production stabilization activities.
• Experience supporting D365 Commerce, e-commerce platforms, order portals, and related integrations.
• Proven experience managing incident lifecycles, including triage, troubleshooting, service restoration, root‑cause analysis, validation, and closure.
• Strong knowledge of ServiceNow or similar ITSM platforms, including Incident Management, Problem Management, SLA Management, and Knowledge Management.
• Experience supporting batch processing and business‑critical integrations.
• Ability to distinguish and troubleshoot issues related to configuration, security, master data, integrations, transaction processing, customizations, infrastructure, and standard Microsoft functionality.
• Advanced English proficiency with strong written and verbal communication skills.

Preferred Qualifications

• Experience supporting global manufacturing, supply chain, retail, or distribution environments.
• Experience reproducing production issues in non‑production environments and preparing escalation packages for engineering teams or Microsoft Support.
• Familiarity with ERP integrations, middleware platforms, and enterprise application support.
• Experience supporting D365 Commerce Scale Unit (CSU) environments.
• Knowledge of ITIL methodologies and service management best practices.
• Experience supporting large‑scale digital transformation or ERP implementation projects.
• Familiarity with monitoring tools, automation processes, and operational support