As a key member of the D365 Business Applications team, you will own the day-to-day functional support of Dynamics 365 F&O across Electro Rent’s global user base. Acting as the primary point of contact for Level 1 and Level 2 incidents, you will triage, resolve, document, and continuously improve the end user experience. You will partner closely with our managed services provider on Level 3/4 issues, releases, and deployments, and collaborate with peer teams covering related systems, such as Salesforce,our enterprise Data Platform, and our Web Platform. The position reports to the IT Manager, Solution Architecture.

Required Skills & Experience

• Experience supporting Microsoft Dynamics 365 F&O (or AX 2012) in a global environment, or relevant implementation experience.

• Proven L1/L2 ticket ownership with ITIL fundamentals (Incident, Problem, Change).

• In-depth functional knowledge of at least four F&O/SCM modules such as AP, AR, GL, Tax, Sales, Purchasing, Inventory Management, Fixed Assets, or Asset Leasing.

• Hands-on experience with ServiceNow, Jira, or similar ITSM tools.

• Ability to read basic SQL and use Excel add-ins for ad hoc data checks.

• Excellent written and verbal communication skills; comfortable interfacing with end users, SMEs, and vendor teams.

Desirable Extras

• Relevant business background in Finance or Operations.
• Exposure to Azure DevOps, LCS, RSAT, or Power Platform (Power Apps, Power Automate).
• Experience working with ISVs providing rental, or equipment leasing add‑ons; document generation and treasury automation tools.
• Microsoft Certified: Dynamics 365 – Finance and Operations Apps (e.g. MB‑335 / MB-700).
• Familiarity with Salesforce Sales Cloud or integration middleware (e.g., LogicApps, MuleSoft).

Personal Attributes

• Customer first mindset – you measure success by user satisfaction and ticket prevention, not volume closed.
• Structured thinker – able to balance quick wins with longer‑term root‑cause fixes.
• Collaborative – thrives in a matrix environment across business, vendor, and IT teams.
• Continuous improver – proactively challenges the status quo; identifies opportunities and pursues these; does not let lack of knowledge hinder progress but sees it as an opportunity to grow.

• Applications Support (L1/L2)
  • Monitor, triage, and resolve Dynamics 365 F&O incidents, service requests, and “how to” queries raised by end users.
  •  Maintain ownership through resolution, ensuring SLA adherence and effective user communication.
• Vendor / MSP Coordination
  • Escalate, track, and drive closure of Level 3 & 4 tickets with our managed service provider.
  • Support release related activities requiring functional input, ensuring alignment between SMEs and the release management team.
• Knowledge & Training
  • Develop and curate knowledge base articles, quick reference guides, and self-help content to reduce repeat incidents.
• Continuous Improvement
  • Analyse incident trends; identify root causes; propose and implement process or configuration changes in collaboration with business and IT stakeholders with the goal of lowering ticket volumes, improving first contact resolution & overall system usability.
  • Work with business SMEs to capture enhancement requests, document user stories, and devise solutions that align with industry and D365 best practices.
• Collaboration & Governance
  • Liaise with Salesforce and Data Platform teams to troubleshoot cross system issues (e.g., data mapping, data integration errors, etc) and support reporting functions.
  • Follow Change Advisory Board (CAB) processes; update configuration and security documentation in accordance with internal controls.