Job Description

Job Summary

TITLE:

Senior D365 F&O Support Analyst

DEPARTMENT:

D&IT

REPORTS TO:

Software Engineering Manager

LOCATION

Remote

JOB SUMMARY

Polaris Industries, Inc. is seeking a Senior D365 F&O Production Support Consultant with 8+ years of Microsoft Dynamics AX/D365 Finance & Operations experience. The consultant will provide senior L2 and selective L3 production support for the International Order to Cash product team, covering incidents affecting sales-order processing, Accounts Receivable, Inventory and fulfillment, D365 Commerce, batch processing, and connected integrations.

This is a hands-on support role focused on service restoration, incident ownership, troubleshooting, root-cause analysis, operational monitoring, validation, documentation, and effective escalation. Polaris product analysts and product managers will retain ownership of business-process design, functional requirements, configuration decisions, solution direction, and backlog prioritization.

Key Responsibilities

Production Support & Incident Ownership Provide L2/L3 production support for incidents and service requests impacting International Order to Cash processes, including customer setup, sales orders, pricing, order confirmation, fulfillment, shipment, packing slip, invoicing, credit notes, returns, and related financial transactions. Own assigned incidents from initial triage through investigation, service restoration, business validation, documentation, and closure. Assess business impact and urgency, identify safe workarounds where available, and provide timely, business-friendly updates during priority incidents. Investigate issues across the transaction flow and identify whether the likely cause relates to configuration, security, master data, transaction data, integration, batch processing, customization, infrastructure, or standard-product behavior. Analyze relevant configuration, master-data, and security settings only as required for troubleshooting and root-cause analysis; forward the proposed business-process or configuration changes to the Polaris product team for decision and approval. Escalate code-level, infrastructure, integration-platform, or Microsoft product issues to the appropriate resolver team with complete evidence and retain coordination ownership until service is restored. Perform root-cause analysis for recurring or high-impact incidents and document recommended corrective or preventive actions for product-team review. Monitor ticket queues, aging, SLA status, dependencies, and follow-up actions in ServiceNow or a comparable ITSM platform. Batch Jobs, Integrations & Operational Monitoring Monitor D365 batch jobs and scheduled processes supporting order capture, synchronization, pricing, ATP, sales-order confirmation, invoicing, and Commerce/CSU processing. Respond to automated alerts, failed, stuck, or long-running jobs, and incidents generated for batch or interface failures. Perform authorized recovery actions using approved runbooks, validate downstream results, and involve L3 engineering when code or platform intervention is required. Check upstream and downstream dependencies before rerunning jobs or correcting transactions to reduce the risk of duplicate orders, postings, invoices, or messages. Troubleshoot delayed, missing, duplicated, or failed order and status messages across D365 F&O, D365 Commerce/CSU, portals, and connected applications. Coordinate with Azure integration, portal, infrastructure, engineering, and product teams while retaining support coordination until operational recovery is confirmed. Validate interface recovery end-to-end from a support perspective, including the D365 transaction state and completion of the affected operational process. Technical-Functional Troubleshooting & Validation Review batch history, info-logs, event logs, integration messages, data entities, recurring integrations, electronic messages, and available telemetry to isolate failures. Use working knowledge of D365 Data Management, OData/APIs, and relevant tables to validate data movement and transaction state during support investigations. Reproduce incidents in an appropriate non-production environment and document reproduction steps, expected behavior, actual behavior, evidence, an

Skill Requirements

Minimum Qualifications:

• 8+ years of hands-on Microsoft Dynamics AX/D365 Finance & Operations experience.
• Strong recent experience providing L2/L3 production support in a global, business-critical D365 F&O environment.
• Strong troubleshooting knowledge of International Order to Cash, including Sales, Accounts Receivable, customer setup, pricing, fulfillment, shipment, invoicing, returns, inventory, and related postings.
• Experience supporting multi-country D365 F&O operations and production stabilization.
• Experience supporting D365 Commerce/CSU, e-commerce or order-portal integrations, and order-synchronization processes.
• Hands-on experience monitoring and recovering business-critical batch jobs and integrations using approved procedures.
• Proven ownership of priority incidents, service restoration, root-cause analysis, workarounds, business communication, and escalation coordination.
• Ability to differentiate configuration, security, data, integration, customization, infrastructure, and standard-product issues.
• Experience reproducing production issues in non-production environments and preparing complete escalation packages for engineering teams or Microsoft Support.
• Strong knowledge of ServiceNow or a comparable ITSM platform, SLA management, incident management, problem management, and knowledge management.
• Ability to operate as a hands-on individual contributor while working within defined product-ownership and change-approval boundaries.

Strong written and verbal communication skills with global business and technology stakeholders

Other Requirements

Nice to Have:

• Basic understanding of D365 integrations, data entities, recurring integrations, and monitoring tools, with the ability to review failures, gather evidence, and coordinate with technical teams for resolution.
• Basic knowledge of D365 localizations for Europe, APAC, LATAM, and Australia/New Zealand regions, with availability to support agreed business hours within the global support model.
• Experience leading incident calls, root-cause reviews, and preventive-action discussions.
• Experience supporting release validation, regression testing, and post-deployment stabilization.

Experience producing support metrics, incident trends, and continuous-improvement recommendations