Dynamics 365 F&O Support Specialist; Service Desk – L1​/L2

Dynamics 365 F&O Support Specialist (Service Desk – L1/L2)

Provide hands‑on operational support for Dynamics 365 Finance & Operations across 40+ branches by logging into the system, diagnosing issues, and resolving them directly (within L1/L2 scope) while maintaining disciplined ticket management, structured escalation, and continuous knowledge building to reduce downtime and repeat incidents.

• Ticket Intake + In-System Diagnosis
  • Own incidents/requests end‑to‑end: categorize, prioritize, assess business impact.
  • Reproduce issues and identify root cause (process step, security role, data, configuration, workflow, integration boundary).
• Hands‑on Resolution (Operational & Data Fixes)
  • Resolve day‑to‑day operational errors within authorization: document state issues, posting‑related operational blocks (where applicable), reservation/status conflicts, transaction flow corrections.
  • Coordinate master data fixes with the data/process owner (items, sites/warehouses, units, basic operational parameters).
  • Provide safe, responsible workarounds during disruptions to maintain business continuity.
• User Access & Security Support
  • Troubleshoot role‑based access issues; distinguish between permission gaps vs incorrect usage.
  • Route access changes through approved governance and document the justification.
• Enablement & Knowledge Base
  • Deliver micro‑training to branches on top recurring issues.
  • Build and maintain KB articles with clear steps to prevent recurrence.
• Smart Escalation to Vendor / L3
  • Escalate only when needed with a complete "escalation pack": steps, screenshots, document numbers, timestamps, impact, actions taken.
  • Track escalations to closure and validate resolution with the branch.
• Reporting & Continuous Improvement
  • Weekly insights: top drivers, SLA performance, critical incidents, repeat causes, and improvement recommendations (process/training/config governance).

• Hands‑on within L1/L2 support scope; no unmanaged high‑risk configuration changes, financial‑sensitive changes, or development work without change control and approvals.

• 3–6 years ERP support experience (Dynamics 365 F&O preferred), multi‑site retail/distribution preferred.
• Proven hands‑on troubleshooting capability inside D365 F&O.
• Strong process understanding relevant to retail operations (sales/returns, inventory/transfer, receiving, stock count, basic pricing/discounts).
• ITSM ticket discipline and SLA mindset; excellent stakeholder communication.

• First response and resolution time by severity.
• L1/L2 resolution rate (reduced unnecessary vendor escalations).
• Repeat incident reduction.
• Branch CSAT.
• Knowledge base growth and adoption.

Entry level

Full‑time