Position Summary

The Senior Applications Support Analyst is responsible for providing advanced production support for Microsoft Dynamics 365 Finance & Operations (D365 F&O) within the International Order-to-Cash (O2C) business process area. This role serves as a senior-level technical resource focused on incident management, service restoration, root-cause analysis, operational monitoring, and business support for critical transactions involving sales orders, customer management, inventory, fulfillment, Accounts Receivable, D365 Commerce, and integrated systems.

The position works closely with business stakeholders, product teams, and technology partners to ensure stable system operations, maintain service levels, and minimize disruptions to business-critical processes. This is a hands-on individual contributor role requiring strong troubleshooting capabilities, ownership of complex issues, and effective communication with global stakeholders.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, Business Technology, or a related field.
• 5+ years of hands-on experience supporting Microsoft Dynamics AX and/or D365 Finance & Operations.
• Strong recent experience providing L2 and L3 production support in a global, business-critical D365 F&O environment.
• Strong functional and technical knowledge of Order-to-Cash processes, including:
  • Customer setup
  • Sales order processing
  • Pricing
  • Fulfillment and shipping
  • Accounts Receivable
  • Invoicing
  • Returns and credit notes
  • Inventory transactions and related postings
• Experience supporting multi-country D365 F&O operations and production stabilization activities.
• Experience supporting D365 Commerce, e-commerce platforms, order portals, and related integrations.
• Proven experience managing incident lifecycles, including triage, troubleshooting, service restoration, root-cause analysis, validation, and closure.
• Strong knowledge of ServiceNow or similar ITSM platforms, including Incident Management, Problem Management, SLA Management, and Knowledge Management.
• Experience supporting batch processing and business-critical integrations.
• Ability to distinguish and troubleshoot issues related to configuration, security, master data, integrations, transaction processing, customizations, infrastructure, and standard Microsoft functionality.
• Advanced English proficiency with strong written and verbal communication skills.

Preferred Qualifications

• Experience supporting global manufacturing, supply chain, retail, or distribution environments.
• Experience reproducing production issues in non-production environments and preparing escalation packages for engineering teams or Microsoft Support. [
• Familiarity with ERP integrations, middleware platforms, and enterprise application support.
• Experience supporting D365 Commerce Scale Unit (CSU) environments.
• Knowledge of ITIL methodologies and service management best practices.
• Experience supporting large-scale digital transformation or ERP implementation projects.
• Familiarity with monitoring tools, automation processes, and operational support frameworks.
• Strong stakeholder management and multicultural communication skills.

Position Overview

The Senior Applications Support Analyst provides senior-level production support and operational stability for D365 Finance & Operations applications supporting International Order-to-Cash processes. The role owns assigned incidents and service requests from initial triage through investigation, service restoration, business validation, documentation, and closure while ensuring adherence to established service levels and support procedures.

Key responsibilities include troubleshooting issues across end-to-end transaction flows involving customer setup, sales orders, pricing, fulfillment, shipping, invoicing, returns, inventory, Accounts Receivable, D365 Commerce, batch processing, and integrated applications. The position evaluates the source of system issues, determines the most appropriate resolution path, and coordinates escalations with development teams, infrastructure teams, integration support teams, and Microsoft support when required. The role performs root-cause analysis for recurring and high-impact incidents, develops corrective and preventive recommendations, and ensures issues are thoroughly documented to support continuous improvement efforts. Responsibilities also include monitoring ticket queues, SLA compliance, issue aging, dependency management, and escalation follow-up activities using ServiceNow or comparable ITSM platforms.

Additionally, the Senior Applications Support Analyst collaborates with global business and technology stakeholders to provide timely status updates, identify workarounds, validate solutions, and support business continuity. The position serves as a trusted technical resource within defined product ownership and change management boundaries, helping maintain reliable and efficient operations while supporting ongoing business growth and operational excellence.

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