ERP Support Analyst

Jellycat

. Act as the first point of contact for D365 incidents, requests and how-to queries .

Posted 10/14/2026full-timeLondon • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in supporting Microsoft Dynamics 365, including user access management and incident resolution. Proficient in IT Service Management practices and tools, with strong communication skills to assist users effectively across regions.

Highest-signal resume keywords

Microsoft Dynamics 365 Finance & Operations SupportIT Service Management (ITSM) ToolsUser Access ManagementIncident ResolutionITIL v4 Foundation Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ERP Application SupportUser Access AdministrationSecurity Role AssignmentsIncident Triage and ResolutionData CorrectionsProcess Questions HandlingD365 Knowledge Base ManagementAzure Integration Services ExposureERP Integrations UnderstandingReporting Tools Familiarity

Soft Skills

Strong Written CommunicationUser Guide CreationTechnical Issue Explanation

Tools & Technologies

HaloITSMMicrosoft 365Entra ID

Certifications & Qualifications

ITIL v4 Foundation Certification

Industry Keywords

Managed Service PartnerService Level AgreementsPriority IncidentsRegional RolloutsHypercare Support

Tech Stack

Tools & technologies

AzureERPITSM

About the role

Key responsibilities & impact

Act as the first point of contact for D365 incidents, requests and how-to queries
Triage, prioritise and resolve first-line issues, including user errors, process questions, failed jobs, data corrections, print and report issues, and known errors
Reproduce issues and gather complete information before escalation
Escalate second- and third-line issues to the managed service partner
Maintain ownership of escalated tickets and monitor partner SLA commitments
Keep users updated and confirm fixes with the business before ticket closure
Identify and raise Priority 1/major incidents and coordinate incident resolution
Manage D365 user access, security role assignments and licence allocation for joiners, movers and leavers
Support periodic user access reviews and maintain accurate access records
Build and maintain a D365 knowledge base in HaloITSM
Support D365 users across the UK and US
Support future D365 regional rollouts, including go-live and hypercare support

Requirements

What you’ll need

Experience in an ERP application support or service desk role
Experience supporting Microsoft Dynamics 365 Finance & Operations / Supply Chain Management highly desirable
Experience administering ERP user access and security roles
Experience using IT Service Management (ITSM) tools to manage incidents, requests and changes
HaloITSM experience considered an advantage
Experience working with third-party managed service or support partners, including escalation management and monitoring service level agreements
Understanding of ERP integrations with EDI, warehouse management systems and reporting tools
Familiarity with Microsoft 365 and Entra ID
Exposure to Azure Integration Services
ITIL v4 Foundation certification, or willingness to work towards one
Strong written communication skills
Ability to create clear user guides and explain technical issues in plain language
Ability to support users across the UK and US, including some work outside core UK hours

Benefits

Comp & perks

Discretionary annual bonus scheme based on company and individual performance
Private Medical Insurance through Vitality, including Optical and Dental cover
Group Life Cover at 4 x basic salary
25 days paid holiday
Hybrid working model with a minimum of three office days per week
Employee Assistance Program through Health Assured
Subsidised buffet-style breakfast and lunch prepared by a Private Chef on Mondays, Tuesdays and Thursdays
Regular social and team events
Contributory salary sacrifice pension scheme through Scottish Widows, with 5% company and 5% employee contributions