ERP Support Analyst, North America

Jellycat•Minneapolis, MN

10d•$55,000 - $70,000

About The Position

Jellycat is a privately owned, design-led gift brand headquartered in London, with products in soft toys, accessories, baby products and books. As the company grows in North America, the ERP Support Analyst will provide dedicated ERP support across the US business. The role ensures Microsoft Dynamics 365 (D365) issues and service requests are resolved effectively with minimal disruption to business operations. It provides in-region expertise and ownership, reduces reliance on the project team, UK resources and third-party support, and contributes to a scalable global ERP support model. The analyst supports D365 users across the US and contributes to global follow-the-sun support, with effective regional coverage and continuity. The role also supports future D365 rollouts in other regions, including go-live and hypercare when required. The position offers exposure to business change at a recognized brand with a strong heritage of customer care. The successful candidate is customer-focused, patient and confident with users at all levels, from warehouse staff to finance and leadership. They take ownership of tickets from start to finish and are curious about how the business operates on D365, with an interest in deepening their functional knowledge.

Requirements

Experience in an ERP application support or service desk role.
Experience administering ERP user access and security roles.
Experience using an IT Service Management toolset to manage incidents, requests and changes.
Experience working with a third-party managed service or support partner, including escalation and SLA management.
Understanding of how ERP systems integrate with other systems, such as EDI, warehouse systems and reporting tools.
Familiarity with Microsoft 365 and Entra ID.
Knowledge of Azure Integration Services.
Strong written communication skills, including the ability to write clear user guides and explain technical issues in plain language.
Customer-focused, patient and confident when dealing with users at all levels.
Ability to take ownership of tickets end to end.

Nice To Haves

Experience with Microsoft Dynamics 365 Finance & Operations / Supply Chain Management is highly desirable.
Experience with Halo ITSM is an advantage.
ITIL v4 Foundation is an advantage.
Curiosity about how the business runs on D365 and interest in developing functional knowledge.

Responsibilities

Act as the first point of contact for logged D365 incidents, requests and how-to queries.
Triage, prioritize and resolve first-line issues, including user errors, process questions, stuck or failed jobs, data corrections, print and report issues, and known errors with documented workarounds.
Reproduce issues and gather complete information, including steps, screenshots, affected records and business impact, before escalation.
Escalate second- and third-line issues to the managed service partner through the agreed process, providing a clear and complete ticket.
Maintain ownership of escalated tickets, follow up with the partner against SLA, keep users updated and confirm fixes with the business before closing tickets.
Identify and quickly raise Priority 1 or major incidents, coordinating between the business and partner until service is restored.
Manage D365 user access for joiners, movers and leavers, including security role assignment and license allocation in line with approved role design.
Support periodic user access reviews and maintain accurate access records.
Build and maintain a D365 knowledge base of known errors, workarounds, how-to guides and FAQs in Halo ITSM.
Provide D365 support to US users and contribute to global follow-the-sun support, regional coverage and continuity.
Support future D365 rollouts to other regions, including go-live and hypercare support where required.

Benefits

Annual discretionary bonus tied to company performance and personal contribution.
Medical coverage, including Blue Cross Blue Shield and a generous Health Savings Account contribution.
Dental insurance.
Vision insurance.
Disability insurance.
Life insurance.
401(k) with a company match of up to 5% of salary.
30 days of PTO, prorated and loaded at the start of each year; vacation and sick time are combined.
Employee Assistance Program.
Paid parking.
On-site gym.
On-site clinic.
On-site pharmacy.
Social events organized by an active social committee.