DIMENSIONS AND ROLE CONTEXT

• Provides 24/7 support and participates in an on-call rotation
• Supports multiple business functions: Finance, Supply Chain, Sales, and Retail
• Works with integrated applications across the D365 ecosystem
• Operates in a global, multi-timezone environment
• Collaborates with service management, business stakeholders, third-party vendors, and development teams
• Manages ticket lifecycle across ITIL processes (Incident, Change, Problem, Service Transition)
• Mentors junior team members within the support organization

PRINCIPAL ACCOUNTABILITIES

L2 RESPONSIBILITIES - INCIDENT RESOLUTION & USER SUPPORT
• Resolve functional and technical issues across D365 F&O
• Troubleshoot user-reported issues, validate data, replicate errors, and apply known fixes
• Manage ticket lifecycle: triage, resolution, communication, and closure
• Perform daily and weekly system monitoring and housekeeping checks
• Support business users with process queries, training, and guidance
• Maintain and update knowledge base articles

L3 RESPONSIBILITIES - DEEPER TECHNICAL SUPPORT
• Perform root-cause analysis for recurring or complex issues
• Deliver small enhancements, configuration changes, and minor development tasks
• Support major incident resolution and lead technical recovery actions
• Work with architects and developers to design functional solutions
• Produce functional design documents for change requests
• Identify patterns in incidents to drive preventive actions

CROSS-FUNCTIONAL RESPONSIBILITIES
• Collaborate with business stakeholders to understand requirements and future-state processes
• Engage with ITIL processes: Change Management, Problem Management, Incident Management, and Service Transition
• Mentor and coach junior team members in the support team
• Participate in system assessments and optimization initiatives
• Contribute to continuous service improvement

EXPERIENCE REQUIREMENTS

• Proven experience supporting D365 F&O ERP applications (required)
• Minimum 2 years of experience with ITSM tools within the last 4 years
• Experience working within or managing outsourced managed services contracts
• Demonstrated experience with ITIL processes (Change, Problem, Incident Management)
• Ability to learn business processes quickly and apply that knowledge to system design and configuration
• Experience troubleshooting functional and technical issues in complex enterprise environments
• Experience supporting multiple business functions and user groups
• Proven ability to work flexibly and adapt to changing priorities

TECHNICAL SKILLS

DYNAMICS 365 FINANCE & OPERATIONS
• D365 F&O Platform and Architecture
• Finance module functionality and workflows
• Supply Chain Management module functionality
• Sales and Retail module functionality
• Integration capabilities and data flow
• Reporting and analytics (SSRS, Power BI basics)
• User provisioning and security roles
• Lifecycle Services (LCS) navigation
• Common troubleshooting techniques

ITSM & SUPPORT TOOLS
• ITSM platforms and ticketing systems
• Knowledge base management
• Incident logging and tracking
• Change request documentation
• System monitoring tools
• Log analysis and error diagnostics

BUSINESS PROCESS KNOWLEDGE
• Finance processes: general ledger, accounts receivable, accounts payable
• Supply Chain processes: procurement, inventory, order fulfillment
• Sales processes: order-to-cash
• Retail operations processes
• Business reporting requirements

KNOWLEDGE, SKILLS & COMPETENCIES

CORE COMPETENCIES
• Experience supporting D365 F&O ERP applications
• Ability to learn business processes and apply that knowledge to system design and configuration
• Consistently deliver results with high accuracy, attention to detail, and accountability
• Ability to convey information to diverse audiences in a clear and confident manner
• Think cross-functionally to derive suitable solutions to business challenges
• Willingness and desire to learn, with flexibility in approach and work time requirements
• Diligent approach to tasks with strong attention to detail
• Aptitude for problem-solving with ability to work well under pressure
• Excellent understanding and experience with ITIL processes (Change, Problem Management)

COMMUNICATION & INTERPERSONAL
• Strong English written and verbal communication skills (required)
• Fluency in other languages (beneficial)
• Ability to translate technical issues into business language
• Customer-focused service orientation
• Stakeholder engagement and relationship management skills
• Ability to document issues clearly and concisely

PROFESSIONAL APPROACH
• Reliable and consistent in delivering quality support
• Proactive in identifying and escalating issues
• Collaborative team player with strong work ethic
• Commitment to continuous learning and self-improvement
• Adherence to service level agreements (SLAs)

EDUCATION & CERTIFICATIONS

PREFERRED CERTIFICATIONS
• Microsoft Dynamics 365 Finance and Operations certifications
• ITIL Foundation certification
• ITSM or Help Desk certification

BENEFICIAL QUALIFICATIONS
• Knowledge of Agile/Scrum or project delivery methodologies
• Experience with specific ITSM platforms (ServiceNow, Jira Service Management, etc.)
• Previous L2/L3 support experience in ERP environments
• Familiarity with Azure cloud services

SOFT SKILLS

• Strong problem-solving and analytical thinking
• Attention to detail and quality focus
• Excellent communication skills (written and verbal)
• Customer service orientation
• Ability to manage multiple priorities and work under pressure
• Teamwork and collaboration
• Initiative and proactive approach to problem identification
• Patience and empathy when supporting end users
• Commitment to continuous learning and skill development
• Flexibility and adaptability to changing requirements

KEY RELATIONSHIPS

Direct Manager:
• Head of Service Management

Internal Stakeholders:
• Business Relationship Managers
• Service Change and Transition Lead
• D365 Technical Lead and Architects
• Development teams
• Business process owners and subject matter experts
• Finance, Supply Chain, Sales, and Retail business leaders

External Partners:
• Third-party vendors and integration partners
• Managed services providers
• Microsoft support (for escalations)
• Outsourced support partners

WORKING CONDITIONS

• 24/7 support rotation and on-call responsibilities
• May require evening, night, or weekend shifts based on business needs and support schedule
• Global, multi-timezone environment requiring flexibility in work hours
• Potential for urgent incident response and emergency support requests
• Fast-paced environment with varying priorities and demands