Senior D365 O2C/PFD Functional Specialist

Job Summary

Our ERP solution is based on Microsoft Dynamics D365 and is a customized solution delivering ERP processes across our IT landscape. The EMEIA landscape is the most critical part of our IT landscape and is a key enabler for our businesses across EMEIA. During 2025 we started to rollout the EMEIA ERP D365 Core projects and therefore is building up a capability to support our business during the rollouts as part of the program.

The EMEA division is looking to appoint a Senior D365 O2C/PFD Functional Specialist to establish and empower the Service Delivery organisation across EMEIA. This role will be part of the EMEIA IT team and report to D365 ERP Service Delivery Manager. The role will involve working closely with the EMEIA Service Delivery Manager, ERP Programme Team, ERP community, and Domain to ensure expected level of ERP experience.

The position will also work in close collaboration with our external and internal IT delivery organisations to quality assure the support delivery within the ERP and related programs.

Role Objectives

The Senior D365 O2C/PFD Functional Specialist will be part of and deliver support within the ERP Service Delivery organization that spans across EMEIA, working closely with the ERP Program Team, the ERP Community and stakeholder to ensure a high level of ERP experience.

The role entails EMEIA ERP service delivery functions, provide ERP support, troubleshooting, resolve application issues, advising on data quality, and maintaining the ERP support knowledgebase.

Principal Responsibilities

L2/L3 Functional Support

Provide L2/L3 functional support for AX2009/AX2012/D365 ERP for processes including Order To Cash and Product Fulfillment & Distribution.

Order To Cash:

• Quote and sales order processing
• Pricing and discount validation
• Order promising and availability checks
• Invoicing, posting, and corrections
• Support business during peak cycles, audits, and month-end operations

Product Fulfillment & Distribution:

• Warehouse picking and packing
• Shipment and delivery processing
• Transportation and delivery document generation
• Work closely with warehouse, logistics, and operations teams
• Ensure fulfillment processes align with service level and delivery commitments

Issue Management & Resolution

• Own resolution of complex functional issues impacting business operations and propose corrective actions
• Analyse end to end business processes and identify root cause of issues
• Handle escalations and ensure timely resolutions within SLAs
• Evaluate and support change requests
• Ensure compliance with ITIL process
• Support testing and releases
• Communicate solution options, impacts, and limitations clearly to non-technical users
• Recommend operational and usage improvements to optimise performance
• Assist with root cause investigations and problem management resolution

Knowledge Management & Documentation

• Maintain functional documents, contribute to knowledge base, support audit and compliance requirements
• Maintain the EMEIA ERP support knowledgebase and contribute to the enrichment of the EMEIA ERP KB's and guidelines

Service Quality & Improvement

• Ensure that services are delivered at an expected quality of service and security standards to meet business expectations
• Proactively work with service improvements activities and process improvements related to defined scope to improve quality of the services within the scope
• Master related technical support tools and drive their adoptions throughout all EMEIA business

Project & Release Support

• Assisting in Test and Handover when new projects go live and releases
• Collaborate closely with ERP business stakeholders to continuously enhance customer satisfaction and drive business success

Technical Expertise & Guidance

• Advise on best practice within the functional areas of the relevant work stream/modules
• Supporting analysis with deep understanding of business processes and working knowledge within ERP systems
• Analyse Version upgrades enhancements
• Advise on configuration of master data, parameters, and support tables
• Liaise with external service providers on issues relevant to the work stream
• Support with coordinating cross-functional requirements
• Understanding of integrations between the application and 3rd party applications
• Guide and mentor other functional consultants
• Share best practices and promote process standardization within AMS

Education and Work Experience

• Microsoft Dynamics 365 certifications (e.g., MB-300, MB-330) are advantageous
• Microsoft Dynamics 365 ERP specialist with 6 to 10 years of relevant experience required
• Good experience in overall functional flow
• Excellent knowledge Product management, Order to cash and Advanced warehouse management
• Minimum 4 years of proven AX implementation experience in relevant modules
• AX 2009/ AX2012 & D365 (preferred)
• Experience/good understanding of integrations and integrating ERP to external systems
• Good understanding Agile and Azure DevOps
• Good understanding of architecture on which ERP operates
• Knowledge of table structure for relevant modules
• Ability to analyse business requirements and design solutions
• To understand complex processes and to prioritise and plan work in line with deadlines
• Experience in working in a global organisation with geographically dispersed, multi-cultural and multi-disciplinary teams
• Understanding of providing customer support and ITIL / IT Service Management of Incident Request Fulfilment, Service Catalogue, Problem Change and Service Level Management

Language Skills

• Ability to effectively communicate in the English language, both verbally and in writing
• Ability to read and interpret technical journals, specifications, international technical standards, etc.

Computer Skills

• Proficient in MS Office applications, such as Word, Excel, PowerPoint, etc.
• Familiar with operating systems, such as Windows, etc.

Work Environment

Employees work primarily in an office environment, within a well-ventilated area, and are exposed to moderate noise levels.

Work Requirements

• Compliance with all relevant Assa Abloy policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems
• Travel and fieldwork, including international travel, may be required. Therefore, employees must possess, or be able to acquire, a valid passport
• Must be legally eligible to work in the country in which you are hired

About ASSA ABLOY Group

Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it's important to us to have diverse, inclusive teams, and we value different perspectives and experiences.