D365 F&O Senior Lead Functional SME, Retail & Commerce

This is a fully remote position, open to applicants in India.

📋 Description

• Deliver functional support and maintain applications for Microsoft Dynamics 365 Finance & Operations, with an emphasis on Retail and Commerce.

• Manage and resolve functional incidents, service requests, problems, and change requests within established SLAs and support processes.

• Evaluate business requirements, determine impact, and suggest functional solutions or alternatives.

• Configure and provide support for Commerce and Retail functionalities including stores, channels, assortments, products, pricing, discounts, promotions, and statements.

• Assist with POS / Store Commerce operations, encompassing registers, devices, transactions, and store-related settings.

• Collaborate with integrations across Commerce headquarters, Commerce Scale Unit, e-commerce, payment systems, and external platforms.

• Investigate issues related to transactions, synchronization, batch jobs, and data; coordinate with technical teams for root-cause analysis and resolution.

• Create functional specifications, test scenarios, configuration documents, knowledge articles, and release documentation.

• Perform impact assessments, support regression testing and UAT, and verify fixes and enhancements prior to deployment.

• Work alongside customer stakeholders, technical consultants, and cross-functional teams to ensure timely and high-quality service delivery.

• Identify recurring issues and areas for service enhancement; participate in knowledge sharing and continuous improvement efforts.

• For candidates at the Lead level, provide functional leadership, mentor team members, review solution designs, manage escalations, and support service governance.

⛳️ Requirements

• Over 8 years of relevant experience with Microsoft Dynamics AX / Dynamics 365 Finance & Operations, showcasing strong hands-on functional expertise in Retail and Commerce.

• In-depth understanding of end-to-end retail business processes, including merchandising, store operations, point of sale, pricing, promotions, inventory, and sales transactions.

• Practical experience with D365 Commerce / Retail configuration and support across headquarters and store environments.

• Familiarity with Commerce channels, stores, registers, assortments, catalogs, product attributes, barcodes, price groups, discounts, and periodic discounts.

• Background in supporting POS / Store Commerce, Commerce Scale Unit, and related transaction or synchronization challenges.

• Knowledge of integration touchpoints between Commerce and D365 F&O modules such as Inventory Management, Accounts Receivable, and General Ledger.

• Experience in incident management, problem management, service requests, change management, and SLA-driven Managed Services environments.

• Capability to conduct functional analysis, root-cause investigations, impact assessments, documentation, and testing.

• Strong communication, customer relations, stakeholder management, and analytical skills.

• Ability to work independently in a remote delivery setting and collaborate effectively with distributed teams.

• Microsoft certifications related to Dynamics 365 Finance and Operations or Commerce are advantageous.

• Familiarity with LCS / Lifecycle Services, Azure DevOps, ticketing tools, and release management processes is beneficial.

• Exposure to e-commerce integrations, payment connectors, hardware stations, fiscal devices, and third-party retail integrations is a plus.

• Experience in leading support transitions, knowledge transfers, service reviews, or continuous service improvement initiatives is desirable.

• A Bachelor's degree in Computer Science, Information Technology, Business, or a related field; equivalent relevant professional experience will also be considered.

• Preference for candidates available to start immediately or within 15 days.

🏝️ Benefits

• Work within a Managed Services team environment that supports mission-critical customer solutions.

• Opportunity to engage with Microsoft Dynamics 365 and related cloud business applications.

• Operate in a remote delivery setting.

• Access to knowledge sharing and continuous improvement opportunities.