Applications Functional Support Analyst - MS Dynamics 365 F&O (f/m/d)

Patagonia; Amsterdam; Hybrid; EUR 52,000 - 76,000; Full time

Benefits offered by this job

25 days holidays

Pension scheme

WFH allowance

Transport reimbursement

Onsite meals

Company laptop

Job summary

Patagonia in Amsterdam is seeking an Applications Functional Support Analyst to ensure business continuity across key systems, including Microsoft Dynamics 365 CE and F&O. You will diagnose functional issues, coordinate cross- functional incident response, and drive improvements in support processes.

You will work with users, system analysts, product specialists, and global IT teams in a hybrid model, with up to three days remote per week, focusing on availability, reliability, and scalable

Qualifications

• 3 years of relevant experience in users’ technical support.
• In-depth understanding of enterprise application support and Dynamics 365 F&O.
• Experience with incident and problem management and RCA.
• Strong understanding of cross-application dependencies.
• Ability to coordinate cross-functional teams and vendors.
• Knowledge of change, release, and testing practices.
• Excellent stakeholder management and communication.

Responsibilities

• Provide in-depth analysis across multiple business apps and integrations.
• Own complex incidents and coordinate escalation.
• Drive cross-functional incident resolution and monitoring.
• Lead problem management and process improvements.
• Translate issues into functional requirements and validate changes.
• Coordinate onboarding and knowledge management.
• Ensure readiness and post-release monitoring with stakeholders.

Skills

Incident management

Root cause analysis

Stakeholder management

Knowledge management

Change management

Tools

Dynamics 365 CE

Dynamics 365 F&O

Job description

We’re in business to save our home planet. Founded by Yvon Chouinard in 1973, Patagonia is an outdoor apparel company based in Ventura, California. As a certified B Corporation and a founding member of 1% for the Planet, the company is recognized internationally for its product quality and environmental activism, as well as its contributions of more than $240 million to environmental organizations. Its unique ownership structure reflects that Earth is its only shareholder: Profits not reinvested back into the business are paid as dividends to protect the planet.

Job Title: Application Functional Support Analyst

Reports to: Technical Product Lead

Direct Reports: 0

Location: Amsterdam

Hybrid: working from home for maximum 3 day per week

Your Role

We’re in business to save our home planet. The Applications Functional Support Analyst ensures business continuity and service reliability across key business applications. The role independently diagnoses and resolves complex functional issues, coordinates high-impact incidents, including cross-applications, identifies recurring problems and drives system improvements. Working across end users, System Analysts, product specialists, global IT teams and external partners, the role applies advanced functional expertise to identify root causes, improve support processes, strengthen knowledge and readiness, and reduce recurring disruption across the EMEA application landscape.

Your Main Tasks

• Functional Support Across Applications: Provide in-depth issue analysis across multiple business applications and integrations, including Microsoft Dynamics 365 CE and F&O. Take ownership of complex, cross-application, or high-impact tickets from diagnosis through resolution, coordinating escalation when specialist technical intervention is required.
• Complex Incident Resolution and Operational Monitoring: Own the functional resolution of complex incidents. Diagnose process and application issues using structured root cause analysis. Monitor critical batch processes in UAT and Production environments, coordinate recovery actions, validate outcomes, and ensure that operational risks and recurring failure patterns are addressed.
• Major Incident and Escalation Coordination: Drive cross-functional teams in priority incidents affecting business-critical processes. Identify cross-system dependencies, bring together business users, System Analysts, technical teams, vendors, and global counterparts; maintain clear progress communication; and retain accountability for functional validation, documentation, and closure.
• Problem Management and Continuous Improvement: Identify trends across incidents and requests, lead problem analysis, and define preventative or scalable improvements. Improve escalation paths, support procedures, monitoring routines, and knowledge articles to reduce repeat incidents and increase first-contact resolution capability within the team.
• Change, Release, and Readiness Support: Translate recurring operational issues into clearly defined functional requirements or problem statements for System Analysts, product teams. Assess the operational impact of application changes and releases. Coordinate functional validation, regression testing, support readiness, user communication, and post-release monitoring in partnership with System Analysts, product teams, and business stakeholders. Raise material functional risks or implementation concerns to System Analysts; technical product leads before deployment.
• Stakeholder Advice and Service Coordination: Provide proactive functional advice to internal customers and stakeholders. Translate business impact into clear support priorities and coordinate regional support activities in alignment with global application, integration, infrastructure, and service standards.
• Knowledge Leadership and Capability Building: Create and maintain high-quality support documentation, known-error records, operating procedures, and user guidance. Coach colleagues in troubleshooting methods, application processes, ticket quality, and escalation discipline, without formal people-management responsibility.
• Application and User Onboarding: Lead or coordinate application and user onboarding from a support-readiness perspective, ensuring access, process guidance, documentation, ownership, and escalation routes are clear before transition into operational support.

What we’re looking for

• An inclusive mindset
• 3 years of relevant experience in users’ technical support
• In-depth understanding of enterprise application support: to diagnose and resolve advanced and non-routine functional issues across business applications and integrations, including platforms such as Microsoft Dynamics 365 F&O.
• In-depth understanding of incident and problem management: to prioritize high-impact issues, apply root cause analysis, coordinate escalations, and drive permanent resolution of recurring problems.
• Strong functional understanding of business processes and dependencies: assess cross-application impact, translate user needs, and validate that solutions restore or improve end-to-end process performance.
• Comprehensive understanding of change, release, and testing practices: to coordinate functional validation, regression testing, user readiness, deployment support, and post-release monitoring.
• Strong stakeholder management skills: to lead issue resolution across business users, regional and global IT teams, System Analysts, technical specialists, and external partners.
• Strong knowledge-management skills: to establish reusable documentation, raise ticket and troubleshooting quality, and guide colleagues in consistent support practices.
• Strong judgement and organization: to manage competing priorities independently, recognize business-critical risk, and make timely decisions within established frameworks and escalation paths
• An appreciation of the outdoors
• An interest in saving our home planet and making a positive impact through your work

What we offer

Our offers are based on relevant experience and skills, allowing us to ensure internal equity and consistency across the team.

Every offer we make is carefully reviewed by our People + Culture team. To avoid creating or reinforcing pay gaps, we do not base our offers on a candidate’s previous salary, salary expectations, or negotiation skills

We offer the following benefits:

• 25 days holidays per year (pro-rated if you work part-time)
• Pension scheme with 24.75% contribution (17.25% paid by employer and 7.5% paid by employee) enhanced with secondary pension scheme subject to eligibility criteria
• 40 EUR (net) WFH allowance paid monthly (pro-rated if you work part-time)
• Reimbursement of public transportation when commuting to the office
• Onsite catered lunches available 4 days per week (Monday, Tuesday, Wednesday, and Thursday) for an employee contribution of EUR 4 per meal
• Company laptop and mobile phone if needed for your role

To find out more about what we offer our employees click here: https://eu.patagonia.com/nl/en/what-we-offer/.

Justice & Belonging

We commit to becoming an anti-racist and anti-discriminatory company that leads by example. This means doing the work to be inclusive and equitable, across all aspects of our business.

We foster a welcoming and respectful environment where every member of our EMEA team feels included, respected and empowered regardless of their race, colour, ethnicity, nationality, culture, religion or belief, sex, gender, gender identity or expression, sexual orientation, family or marital status, socio-economic background, disability, age, neurodiversity, or any other aspect of identity or lived experience.

Please make sure that your CV and cover letter are in English.