Senior Support Lead

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