Service & Support Engineer (D365 F&SCM)

Job Description:

About the Job

As a Digital Solutions Service & Support Engineer (D365 F&SCM), you will be responsible for providing end-to-end support across business applications and digital solutions.

You will work in a global environment, supporting a mix of Microsoft-based platforms and local business systems. The role requires a hands-on approach, where you independently investigate, resolve, and follow up on issues to ensure stable operations and business continuity.

You will take ownership of the application landscape within your scope and work closely with business users, developers, and other teams to ensure effective and reliable system support.

You will have the opportunity to:

• Support business applications including ERP, CRM, EDI, and local systems across regions
• Troubleshoot and resolve application and system issues end-to-end
• Work with Microsoft-based solutions and Azure services where applicable
• Investigate incidents, perform root cause analysis, and implement solutions
• Maintain documentation, work instructions, and knowledge base articles
• Coordinate with internal teams and escalate when required
• Support master data and ensure data consistency across systems
• Contribute to training and support end-users in system usage
• Support transitions from local solutions to global or centralized services
• Drive continuous improvement of support processes and system stability

You will take ownership of issues from identification through resolution and follow-up, ensuring stable operations and continuous improvement across systems.

About the Ideal Candidate

You are a hands-on problem solver who takes ownership and works independently to resolve issues across a complex system landscape.

You are comfortable working in a global environment with different stakeholders and time zones, and you have a strong drive to ensure stable operations and high service quality.

Minimum requirements:

• Minimum 5 years of experience in application and system support within a global and complex IT environment.
• Bachelor’s degree in Information Technology, Computer Science, or equivalent experience
• Experience in application or system support in a complex IT environment
• Strong troubleshooting and analytical skills
• Understanding of business applications, ERP processes, and system integrations
• Ability to work independently and manage multiple priorities
• Strong communication skills and ability to work with both technical and business users
• Experience working in a global or cross-functional environment

Nice to have:

• Experience supporting ERP systems, preferably Dynamics 365 F&SCM
• Exposure to other ERP platforms such as AX2012/AX2009, Infor M3, or SAP (S/4HANA or ECC) is considered an advantage
• Experience with Microsoft technologies such as Azure or Power Platform
• Experience working in environments with both global platforms and local business systems
• Understanding of how business applications interact across systems

We will support you with a strong team environment, clear priorities, and the opportunity to grow your role over time.

What We Offer

We offer the opportunity to work in a global organization where digital solutions play a key role in supporting business operations.

You will be part of a collaborative team environment, working with modern technologies and a diverse system landscape, with opportunities to grow your role over time.

Desired Profile / Criteria / Skills :

Experience Range:

 5+ years of ERP/Application Support experience

• Must have worked in L2/L3 application support or production support roles.
• Experience supporting business-critical applications in a live environment.

1. Hands-on ERP Support Experience

   • Supported at least one of:
     • Dynamics 365 Finance & SCM (Preferred)
     • AX2012 / AX2009
     • SAP ECC / S4HANA
     • Infor M3

2. Incident Management & Issue Resolution

   • Experience independently investigating, troubleshooting, and resolving application issues.
   • Worked on ticketing systems (ServiceNow, Jira, Remedy, etc.).

3. Root Cause Analysis (RCA)

   • Ability to analyze recurring issues, identify root causes, and implement preventive solutions.

4. ERP Functional Process Knowledge

   • Understanding of Finance, Procurement, Inventory, Supply Chain, Sales Order, or Warehouse processes.

5. System Integration Exposure

   • Experience supporting interfaces/integrations between ERP, CRM, EDI, third-party applications, or middleware systems.

6. Global Support Experience

   • Worked with international stakeholders, multiple regions, or global support models.
   • Comfortable handling incidents across different time zones.