Description:
The Functional Support Lead – Dynamics 365 ERP (Operations) is a critical, site-based IT leadership role responsible for the day-to-day functional support, stabilization, and continuous improvement of the Microsoft Dynamics 365 Finance & Operations (D365 F&O) platform supporting Operations. This role serves as the primary on-site IT representative, partnering closely with Operations leadership and end users to ensure reliable system performance, high user adoption, and alignment between business processes and ERP functionality. The role operates within a regulated GxP environment and supports systems and processes aligned with CDMO industry requirements. While site-based, this role works as part of a global D365 ERP team and provides cross-site support when business priorities require.
Core Responsibilities:
D365 F&O Functional Support (Operations)
- Serve as the primary functional support lead for Operations-related D365 F&O modules, including Supply Chain, Manufacturing, Inventory, Procurement, and Warehouse Management.
- Provide hands-on, on-site support to business users, including issue triage, root cause analysis, and functional resolution.
- Perform hands-on configuration updates and introduce new system configurations in D365 F&O in alignment with approved change and validation processes.
- Act as the first point of escalation for site-level ERP incidents and service requests, coordinating with centralized IT, AMS partners, and the global D365 team.
- Provide functional support to other manufacturing or operational sites when global priorities, system incidents, or project needs require.
- Translate operational issues into clear functional requirements, defect descriptions, or enhancement requests.
GxP Compliance & CSV
- Ensure all system support, configuration changes, and enhancements comply with GxP regulations and internal quality standards.
- Fulfill Computer System Validation (CSV) responsibilities, including impact assessments, test execution support, documentation, and alignment with CDMO regulatory expectations.
- Partner with Quality, Validation, and Compliance teams to ensure ERP and integrated systems remain in a validated state.
Business Partnership & Process Enablement
- Build strong relationships with site Operations leadership and frontline users, demonstrating strong business acumen and understanding of end-to-end operational processes.
- Identify process gaps, system inefficiencies, and user pain points; recommend and drive functional improvements aligned with business objectives.
- Support user acceptance testing (UAT), regression testing, and validation of fixes or enhancements.
Site IT Leadership & Representation
- Serve as the site IT lead, representing IT in site leadership meetings, daily operational reviews, and cross-functional forums.
- Communicate system status, risks, and improvement initiatives to site leadership in clear business terms.
- Ensure alignment between site priorities and enterprise IT standards, governance, and global D365 operating models.
Peripheral Systems & Shop Floor Technology
- Provide functional support and coordination for labels, barcode scanners, and shop floor technologies integrated with D365 F&O.
- Demonstrate working knowledge of BarTender labeling software and Zebra handheld scanning devices.
- Coordinate with infrastructure teams and vendors to ensure end-to-end operational continuity.
Change, Training & Knowledge Transfer
- Deliver on-site user coaching and support, reinforcing best practices and proper system usage.
- Support change management activities, including communication, training coordination, and go-live readiness.
- Maintain functional documentation, validation artifacts, and knowledge base articles
Qualifications/Knowledge/Experience:
Required Qualifications
- Bachelor’s degree in Information Systems, Business, Operations, or related field (or equivalent experience).
- Mandatory hands-on experience supporting and configuring Microsoft Dynamics 365 Finance & Operations.
- Mandatory GxP experience supporting regulated systems within a CDMO, pharmaceutical, or life sciences environment.
- Experience fulfilling Computer System Validation (CSV) requirements.
- Working knowledge of BarTender application and Zebra handheld devices.
- Ability to work effectively within a global D365 ERP team and support multiple sites as priorities require.
- Strong communication and stakeholder management skills.
Preferred Qualifications
- Experience supporting Supply Chain, Manufacturing, or Warehouse Management modules in D365 F&O.
- Experience operating in post–go-live, hypercare, or steady-state ERP support models.
- Prior experience acting as a site IT lead or IT business partner.