ERP Support Analyst (Microsoft Dynamics 365)

Location: London, UK; hybrid model with a minimum of three office days per week. Support is provided to users across the UK and US, including some work outside core UK hours to overlap with US colleagues.

Company

A global product company creating and distributing collectible soft toys and related products.

What you will do

• Act as the first point of contact for Microsoft Dynamics 365 incidents, service requests, and how-to queries.
• Triage and resolve first-line issues involving user errors, processes, jobs, data corrections, printing, reporting, and documented workarounds.
• Reproduce issues, collect evidence, and escalate second- and third-line incidents to managed service partners.
• Own escalated tickets, monitor SLA commitments, keep users informed, and confirm fixes before closure.
• Manage D365 user access, security roles, licence allocation, access reviews, and accurate access records.
• Maintain the D365 knowledge base and support future regional rollouts, go-live activities, and hypercare.

Requirements

• Experience in ERP application support or a service desk role, preferably with Microsoft Dynamics 365 Finance & Operations or Supply Chain Management.
• Experience administering ERP user access, security roles, and licences.
• Experience using IT service management tools for incidents, requests, and changes; HaloITSM experience is advantageous.
• Experience working with third-party managed service or support partners, including escalation management and SLA monitoring.
• Understanding of integrations with EDI, warehouse management systems, and reporting tools, plus familiarity with Microsoft 365 and Entra ID.
• Strong written communication skills for creating user guides and explaining technical issues in plain language; ITIL v4 Foundation certification or willingness to pursue it.

Nice to have

• Experience with HaloITSM.
• Exposure to Azure Integration Services.
• Experience supporting D365 users across multiple regions and during rollout or hypercare periods.

Culture & Benefits

• Hybrid working with regular office collaboration.
• Discretionary annual bonus based on company and individual performance.
• Vitality health cover including optical and dental benefits, plus confidential wellbeing support through Health Assured.
• Life insurance equal to four times basic salary.
• 25 days of paid holiday and a salary sacrifice pension with 5% company and employee contributions.
• Subsidised breakfasts and lunches on Mondays, Tuesdays, and Thursdays, alongside regular social events.