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Jellycat

ERP Support Analyst

Jellycat

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

Posted 10/19/2026full-timeMinneapolis • Minnesota • United StatesMid-LevelSenior💰 $55,000 - $70,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates expertise in Microsoft Dynamics 365 Finance & Operations and ERP application support, with a strong focus on incident management, user access administration, and effective communication. Capable of managing escalations and maintaining a knowledge base to enhance user support and operational efficiency.

Highest-signal resume keywords
Microsoft Dynamics 365 Finance & OperationsERP Application SupportIncident ManagementHalo ITSMITIL v4 Foundation

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
User Access AdministrationSecurity Role AssignmentIncident TriageData CorrectionSLA ManagementERP IntegrationsReporting ToolsProcess Questions ResolutionKnowledge Base DevelopmentTechnical Issue Documentation
Soft Skills
Strong Written CommunicationCustomer-FocusedPatientConfidentOwnership of Tickets
Tools & Technologies
Halo ITSMMicrosoft 365Entra ID Azure Integration
Certifications & Qualifications
ITIL v4 Foundation
Industry Keywords
ERPService DeskManaged Service PartnerGlobal Support ModelUser Access Reviews

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, prioritize 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 steps, screenshots, affected records and business impact before escalation
  • Escalate second- and third-line issues to the managed service partner with complete tickets
  • Own escalated tickets, manage SLA follow-up, update users and confirm fixes before closure
  • Identify and raise Priority 1 and major incidents and coordinate business and partner response until service is restored
  • Manage D365 user access, security role assignment and license allocation for joiners, movers and leavers
  • Support periodic user access reviews and maintain accurate access records
  • Build and maintain a D365 knowledge base of errors, workarounds, guides and FAQs in Halo ITSM
  • Provide D365 support to users across the US as part of a global follow-the-sun support model
  • 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 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
  • Experience with Halo ITSM is an advantage
  • Experience working with a third-party managed service or support partner, including escalation and SLA management
  • Understanding of ERP integrations with systems such as EDI, warehouse systems and reporting tools
  • Familiarity with Microsoft 365 and Entra ID Azure Integration services
  • ITIL v4 Foundation is an advantage
  • Strong written communication skills
  • Ability to write clear user guides and explain technical issues in plain language
  • Customer-focused, patient and confident when dealing with users at all levels
  • Ability to take ownership of tickets end to end
  • Curiosity about business processes in D365 and willingness to deepen functional knowledge
  • Ability to work prolonged periods sitting at a desk and working on a computer

Benefits

Comp & perks
  • Annual discretionary bonus tied to company performance and personal contribution
  • Medical coverage with Blue Cross Blue Shield and Health Savings Account contribution
  • Dental insurance
  • Vision insurance
  • Disability insurance
  • Life insurance
  • 401(k) matching up to 5% of salary
  • 30 days PTO, including vacation and sick time
  • Employee Assistance Program
  • Paid parking
  • Free gym
  • On-site clinic
  • Pharmacy access
  • Social events