D365 ERP Support Specialist (US)

Jellycat Toy Co. Ltd.; Minneapolis (MN); Vor Ort; USD 55.000 - 70.000; Vollzeit

Benefits dieser Stelle

Annual bonus

Health insurance

401k matching

30 days PTO

Employee assistance program

Parking & perks

Social events

Zusammenfassung

Jellycat Inc. is seeking a dedicated ERP support specialist to provide in-region D365 operations for the US business. You will be the first contact for incidents and requests, triage issues, gather complete context, and escalate when needed to ensure minimal business disruption.

You will also manage user access, contribute to the knowledge base, and collaborate with a third-party partner to uphold SLAs, enabling a scalable, follow-the-sun ERP support model across regions.

Qualifikationen

• Experience in an ERP application support or service desk role.
• 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.
• Understanding of how ERP systems integrate with other systems (EDI, warehouse systems, reporting tools).
• Familiarity with Microsoft 365 and Entra ID; Azure Integration services; ITIL v4 Foundation is an advantage.

Aufgaben

• Acting as the first point of contact for all D365 incidents, requests and how-to queries.
• Triaging, prioritizing and resolving first line issues; documenting steps and workarounds.
• Escalating complex issues to the managed service partner with clear tickets and SLAs.
• Maintaining ownership of escalated tickets and confirming fixes with the business.
• Managing D365 user access, including onboarding and license allocation.

Kenntnisse

ERP support

Service desk

Incident management

Communication

Ausbildung

ITIL v4 Foundation

Tools

Halo ITSM

Microsoft Entra ID

Microsoft 365

Azure Integration services

Jobbeschreibung

Jellycat Inc. is seeking a dedicated ERP support specialist to provide in-region D365 operations for the US business. You will be the first contact for incidents and requests, triage issues, gather complete context, and escalate when needed to ensure minimal business disruption.

You will also manage user access, contribute to the knowledge base, and collaborate with a third-party partner to uphold SLAs, enabling a scalable, follow-the-sun ERP support model across regions.