ERP Support Analyst, North America
Jellycat · Minneapolis, United States · hybrid
Jellycat is a privately owned design-led, gift brand headquartered in London. We create innovative luxurious products in the soft toy, accessory, baby and book categories that are loved around the world. We have an established and growing global customer base and we work with our partners to maximize the potential and reach of Jellycat throughout, sharing joy as we go!
As we continue to grow throughout North America, we continue to develop and improve the presence and awareness of our brand.
To provide dedicated ERP support across the US business, ensuring D365 issues and service requests are resolved effectively and with minimal disruption to business operations. The role will provide in-region expertise and ownership, reducing reliance on the project team, UK resources and third-party support, while contributing to the development of a scalable global ERP support model.
You'll be:
- Acting as the first point of contact for all D365 incidents, requests and how-to queries logged
- Triaging, prioritizing and resolving first line issues, such as user errors, process questions, stuck or failed jobs, data corrections, print and report issues, and known errors with documented workarounds.
- Reproducing issues and gathering full information (steps, screenshots, records affected, business impact) before escalating.
- Escalating second- and third-line issues to the managed service partner through the agreed process and integration, with a clear and complete ticket.
- Maintaining ownership of escalated tickets, chasing the partner against SLA, keeping users updated, and confirming the fix with the business before closure.
- Identifying and raising Priority 1 / major incidents quickly, and acting as the internal coordinator between the business and the partner until service is restored
- Managing D365 user access, including new joiners, movers and leavers, security role assignment and license allocation, in line with approved role design.
- Supporting periodic user access reviews and keeping access records accurate.
- Building and maintaining a D365 knowledge base of known errors, workarounds, how to guides and FAQs in Halo ITSM
- Providing D365 support to users across the US, contributing to a global follow-the-sun support model and ensuring effective coverage and continuity across regions.
- Supporting future D365 rollouts to other regions, including go-live and hypercare support where required.
- Gaining exposure to effecting real heart-and-mind business change within one of the UK’s most recognized and loved brands, with a long heritage of delivering the highest standards of customer care.
- Customer-focused, patient and confident when dealing with users at all levels, from warehouse to finance and leadership.
- Taking ownership of tickets end to end rather than handing them off and forgetting them.
- Curious about how the business runs on D365 and keen to deepen your functional knowledge.
You'll have:
- Experience in an ERP application support or service desk role; experience with Microsoft Dynamics 365 Finance & Operations / Supply Chain Management is highly desirable.
- Experience administering ERP user access and security roles.
- Experience using an IT Service Management toolset to manage incidents, requests and changes; Halo ITSM is an advantage.
- Experience working with a third-party managed service or support partner, including escalation and SLA management.
- An understanding of how ERP systems integrate with other systems, such as EDI, warehouse systems and reporting tools.
- Familiarity with Microsoft 365 and Entra ID
- Azure Integration services
- ITIL v4 Foundation is an advantage.
- Strong written communication, with the ability to write clear user guides and explain technical issues in plain language.
The good stuff:
- 🎉 Bonus – Annual discretionary bonus tied to both company performance and personal contribution.
- 🏥 Health Coverage – Medical (Blue Cross Blue Shield + generous Health Savings Account contribution), dental, vision, disability, and life insurance — most of it on us.
- 💰 401k – We'll match every single dollar up to 5% of your salary. Free money for your future!
- 🌴 30 Days PTO – Prorated and then loaded at the start of each year. Vacation and sick time combined, and yours to use.
- 🤝 Employee Assistance Program – Confidential support for whatever life throws your way.
- 🚗 Paid Parking + Perks – Covered, skyway-connected parking on us, plus a free gym, on-site clinic, pharmacy, and many local restaurants within walking distance.
- 🎊 Social Events – A very active social committee keeping the calendar full of celebrations and good times.
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer
Compensation:
- $55k- $70k
Jellycat Inc. is an Equal Opportunity Employer. We welcome applicants from all backgrounds and make employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or any other protected status. We are committed to a fair, inclusive workplace where everyone can thrive.