Job description
Lead L1, L2, and L3 support activities for enterprise customers across Saudi Arabia and GCC. Ticket ownership and closure. SLA governance and incident management. Root cause analysis. Customer relationship management. Change request assessment. Minor enhancements and continuous improvement.
Monthly and quarterly health reports covering ticket volumes, SLA performance, resolution trends, recurring issues, system health, performance reviews, dormant users, inactive accounts, and security recommendations.
Requirements
Experience
- 10+ years ERP experience with at least 7+ years in D365 F&O.
- Experience in implementation, support, and managed services.
- Saudi Arabia and GCC project experience.
- Strong customer-facing and stakeholder management skills.
- Experience handling L1, L2, and L3 support.
Functional expertise
- Finance (GL, AP, AR, Fixed Assets, Budgeting).
- Supply chain.
- Procurement.
- Inventory.
- Warehouse management.
- Project accounting.
- Business process mapping.
- Gap analysis.
- Solution design.
- User training.
Technical expertise
- D365 F&O administration.
- LCS.
- DMF.
- Security & role management.
- Workflow configuration.
- Power Platform.
- Power BI.
- Azure fundamentals.
- Electronic reporting (ER).
- Business events.
- Dual write.
- Root cause analysis.
Saudi Arabia & GCC localization
- Saudi VAT.
- ZATCA compliance.
- E-invoicing (Phase 1 & 2).
- Arabic invoices.
- GCC tax regulations.
- Regulatory reporting.
- Compliance controls.
Certifications
- MB-310 Dynamics 365 Finance Functional Consultant Associate.
- MB-330 Dynamics 365 Supply Chain Management Functional Consultant Associate.
- Preferred: D365 F&O Solution Architect, PL-200, PL-600, AZ-900, AZ-104.