D365 ERP Support Analyst — US & Global Impact

Jellycat

Minneapolis (MN)

On-site

USD 55,000 - 70,000

Full time

14 days+

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Benefits offered by this job

Bonus

Health coverage

401k match

PTO 30 days

Employee assistance program

Parking + perks

Social events

Job summary

Jellycat is seeking a D365 ERP Support Specialist to be the in-region hub for incident triage,Resolution and knowledge management. You will work with a managed service partner to resolve issues quickly, manage user access, and contribute to a scalable global support model.

Ideal candidates have ERP support experience, familiarity with D365 Finance & Operations, and strong written communication. The role is US-based with in-region responsibilities and opportunities for future regional

Qualifications

Experience in an ERP application support or service desk role.
Experience with Microsoft Dynamics 365 Finance & Operations / Supply Chain Management is highly desirable.
Experience administering ERP user access and security roles.
Experience using an IT Service Management toolset to manage incidents, requests and changes; Halo ITSM is an advantage.
Experience working with a third-party managed service or support partner, including escalation and SLA management.
An understanding of how ERP systems integrate with other systems (EDI, warehouse systems, reporting tools).
Familiarity with Microsoft 365 and Entra ID; Knowledge of Azure integration services.
Strong written communication and ability to write clear user guides and explain issues simply.

Responsibilities

Act as the first contact for D365 incidents, requests and how-to queries.
Triaging, prioritizing and resolving first-line issues (user errors, data corrections, reports).
Reproducing issues and gathering full information before escalation.
Escalating to MSP with clear tickets and SLAs.
Maintaining ownership of escalated tickets and confirming fixes with business.
Coordinate with partner to manage Priority 1 incidents and service restoration.
Manage D365 user access and security roles; conduct access reviews.
Build and maintain D365 knowledge base in Halo ITSM.
Provide D365 support across the US and contribute to follow-the-sun coverage.
Assist with go-live and hypercare for future rollouts.