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Senior D365 F&O Functional Support Analyst

2 weeks ago

London, Greater London, United Kingdom On Full time

In the dynamic landscape of On, the tech thrives much like a spirited runner: always moving, always improving. We are building technology that continues to supercharge the growth of On, helping to ignite the human spirit through movement.

As an integral part of On's D365 F&O team, you'll find yourself at the heart of a fast-paced, diverse environment. Our ecosystem thrives on collaboration - a confluence of curious minds challenging and learning from one another, always seeking the uncharted. Here, we venture into new territories of technology, continuously refining our approach and embracing challenges head-on.
Your role will be pivotal in providing expert functional support, troubleshooting issues, and collaborating with various stakeholders to ensure the smooth and efficient operation of our D365 F&O system across our various channels. This position will require participation in an on-call rotation to provide 24/7 support for critical system issues.

Your Mission

  1. Provide expert functional support: Serve as the primary point of contact for users across different channels (retail stores, online, wholesale) addressing their questions, concerns, and issues related to D365 F&O functionality.
  2. Troubleshooting and resolution: Investigate and resolve functional problems reported by users, analyzing business processes, system configurations, and data to identify root causes and implement effective solutions.
  3. Incident and problem management: Manage incidents and service requests, ensuring timely resolution and effective communication with users throughout the process. Proactively identify recurring problems and implement preventative measures.
  4. System configuration and maintenance: Maintain and optimize the configuration of D365 F&O modules related to multi-channel operations, including:
    1. Retail and Commerce: Point of Sale (POS), store inventory management, customer service, loyalty programs
    2. Sales and marketing: Sales order processing, promotions, marketing campaigns
    3. Supply chain management: Procurement, warehousing, order fulfillment
    4. Finance: Sales, payments, accounting
  5. Training and guidance: Provide training and guidance to users on D365 F&O functionalities, best practices, and new features. Develop training materials and conduct training sessions as needed.
  6. Collaboration and knowledge sharing: Collaborate with developers, functional consultants, and business stakeholders across different departments (sales, retail, operations, finance) to resolve issues, share knowledge, and improve overall system efficiency.
  7. Documentation and knowledge base: Contribute to the development and maintenance of comprehensive documentation, including user guides, troubleshooting guides, and knowledge base articles.
  8. Continuous improvement: Identify opportunities for process improvements, system enhancements, and automation to optimize multi-channel operations and enhance user experience.
  9. Stay up-to-date: Keep abreast of the latest D365 F&O updates, releases, and best practices, particularly those related to retail, e-commerce, and multi-channel functionalities.
Your Story

  1. Proven experience: 5+ years of experience providing functional support for Dynamics 365 Finance and Operations (or previous versions like AX 2012) in a multi-channel environment, ideally within the sports industry.
  2. Multi-channel expertise: Strong understanding of multi-channel retail operations, including online and offline sales, order fulfillment, inventory management, customer service, and marketing across different channels.
  3. Sports industry knowledge: Familiarity with the specific needs and challenges of the sports industry, such as managing seasonal demand, product lifecycles, and specialized equipment.
  4. Functional knowledge: Deep understanding of D365 F&O modules related to multi-channel operations, including Retail and Commerce, Sales and marketing, Supply Chain Management, and Finance.
  5. Analytical and problem-solving skills: Proven ability to analyze complex functional issues, identify root causes, and implement effective solutions.
  6. Communication and interpersonal skills: Excellent communication and interpersonal skills, with the ability to explain technical concepts to both technical and non-technical audiences.
  7. Collaboration and teamwork: Ability to work effectively in a team environment, collaborating with colleagues and stakeholders across different departments.
  8. Customer service orientation: Strong commitment to providing excellent customer service and support to users across all channels.
  9. Process improvement mindset: Proactive approach to identifying and implementing process improvements to enhance efficiency and user satisfaction.
  10. Passion for sports and technology: A genuine interest in the sports industry and a desire to leverage technology to improve multi-channel operations.
  11. Availability: Willingness to participate in an on-call rotation and provide 24/7 support as needed.
Bonus Points:
  1. Experience with sports-specific retail systems, such as loyalty programs, membership management, and event ticketing.
  2. Familiarity with ITIL best practices for service management.
  3. Certifications in Microsoft Dynamics 365 or related technologies.
Meet The Team

You will be part of a cross-functional team consisting of engineers, product managers and functional consultants that implement features from design to deployment, being responsible and in charge of the full process and delivery. We encourage you to find new and innovative ways to solve issues through diversity of thought while at the same time enjoying working within a passionate team drawn from the global community. We live agile values, not just talk about it.

What We Offer

On is a place that is centered around growth and progress. We offer an environment designed to give people the tools to develop holistically - to stay active, to learn, explore and innovate. Our distinctive approach combines a supportive, team-oriented atmosphere, with access to personal self-care for both physical and mental well-being, so each person is led by purpose.

On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination.
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