Application Support Analyst

“Let goodness, fairness and most importantly, love prevail in business; profits will inevitably follow.” – NK Chaudhary, founder

Jaipur Living is a socially conscious luxury brand with a passion for people, products, and design. A differentiated challenger brand, Jaipur Living is known for its beautiful rugs and textiles. Jaipur Living products can be found in the finest homes, and the company prides itself in providing only the highest quality products, a transparent and ethical supply chain, and distinctively thoughtful customer experience, with personalized support and custom offerings.

What we do for our team members:

• Comprehensive Benefits: Company Paid Holidays, PTO, Parental Involvement Leave, Maturity/Paternity Leave, EAP, No Cost Employee Medical Plan, Vision, Dental, and Company Paid Life Insurance. We also include a match on retirement (401K/Roth).
• Career Development: We're committed to providing growth for career development within the company, supporting our team members' aspirations with a well-defined succession plan that includes a variety of training and development opportunities.
• Pet-Friendly Workplace: We welcome your furry friends! Our 'Bring Your Dogs to Work' policy creates a pet-friendly atmosphere, allowing our team members to enjoy the companionship of their dogs during the workday.
• Wellness Support: Not only do we support an active lifestyle with our on-site basketball court and yoga studio, but we host quarterly mental health events to assist in creating a well-rounded work-life harmony for our team members.
• Sustainability Efforts: Reuse, Renew, and Refresh by joining our Green Team! Responsible for harvesting from the organic community garden, donating goods to local pet shelters and schools, creating educational workshops, leading nature walks, and much more, they promote well-being through sustainable practices.

Our Values

Empowerment • Inclusiveness • Responsibility • Progressive

Learn more about our company story here: https://www.jaipurliving.com/the-jaipur-living-story

The Jaipur Rugs Foundation

Since 2004, the Jaipur Rugs Foundation has worked to improve the lives of rug-weaving artisans in India. This is done through training, skills development, and social interventions. By focusing on the ideas and solutions that create social value, the Foundation supports the dignity and heritage of these traditional artisans, believing that healthy and sustainable communities are key to the survival of traditional rug weaving. Jaipur Living has made ethical and socially conscious global citizenship the foundation of its business. Through social initiatives and the Jaipur Rugs Foundation, the company supports a supplier ecosystem without a middleman of more than 40,000 artisans in 700 villages across India by providing them with a livable wage, access to health care, leadership education, and opportunities for personal growth and development. Combining time-honored techniques and of-the-moment trends, every Jaipur Living product is as ethically and responsibly made as it is beautiful.

Learn more about the Jaipur Rugs Foundation here: https://www.jaipurrugs.org/

Summary

Jaipur Living is hiring an experienced, hands-on Application Support Analyst to own day-to-day business application support and problem resolution. This role blends strong Tier 2 incident ownership with Tier 3-level investigation and root cause analysis, with a primary focus on Microsoft Dynamics 365 Supply Chain and the integrations that support our operations. This role focuses on support, troubleshooting, and operational stability rather than new feature development. This is an individual contributor role. Success means resolving the majority of incidents independently, reducing repeat issues through strong problem management and documentation, and partnering effectively with the application team and vendors when escalation is required.

Essential Duties & Responsibilities:

Incident Ownership

• Own the full incident lifecycle in ManageEngine: intake, triage, investigation, resolution, stakeholder communication, and closure.
• Maintain high support discipline: clear problem statements, impact, evidence, and resolution notes.
• Coordinate timely response for high-impact incidents, including structured updates and post-incident follow-up.

Advanced Troubleshooting & Resolution (Tier 2 Tier 3)

• Independently diagnose and resolve issues in:
• D365 Supply Chain modules
• D365-related integrations and operational flows (WMS, EDI, commerce, payment connectors)
• Perform root cause analysis using data validation, querying/debugging, and monitoring integration.
• Troubleshoot issues across process, data, and integration boundaries to identify root causes and drive resolution.

Operational Support & Business Continuity

• Support critical operational systems used by warehouse, logistics, finance, and customer service teams.
• Ensure timely resolution of issues impacting order processing, inventory movement, and fulfillment operations.
• Participate in incident response for high-impact operational disruptions affecting warehouse or order flow.

Problem Management & Continuous Improvement

• Identify recurring incidents and drive them toward durable fixes through strong root cause narratives and recommendations.
• Build and maintain troubleshooting playbooks, known error articles, and support documentation to reduce repeat incidents and improve consistency.
• Identify opportunities to reduce manual support work through light automation, scripting, or process improvements when appropriate.
• Contribute to internal knowledge sharing by improving troubleshooting documentation, playbooks, and support standards across the application support function.

Release & Change Coordination

• Support testing and validation of configuration or release changes affecting supported applications.
• Assist with troubleshooting production issues following deployments or system updates.
• Coordinate small configuration changes with the application team to avoid conflicts and support clean releases.

Vendor & Escalation Management

• Manage vendor escalations when needed by packaging evidence, owning the case lifecycle, and driving to closure.
• Partner with internal application teams and external vendors to resolve complex issues requiring deeper system expertise.

Skills & Minimum Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• 3–5 years of experience in application support, ERP support, or business systems support with meaningful Tier 2/3 ownership.
• Microsoft Dynamics 365 Finance & Operations experience, particularly Supply Chain modules such as inventory, procurement, pricing/discounts, and order processing.
• Strong end-to-end incident ownership experience, including business-facing communication.
• Proven ability to troubleshoot ambiguous issues across process, data, and integration boundaries and drive to resolution.
• Comfort with data investigation (querying, reconciliation, validating expected outcomes) and writing clear root cause summaries.
• Familiarity with SQL queries or similar data analysis tools used to investigate ERP data issues.
• Experience operating within a structured support environment (SLAs, escalation paths, incident response, and post-incident follow-up).
• Experience using IT service management platforms such as ManageEngine, ServiceNow, or Jira Service Management.
• Ability to translate technical findings into clear communication for business stakeholders and non-technical users.

Strongly Preferred

• Experience supporting ERP integrations (APIs, middleware, EDI, or file-based integrations).
• Experience coordinating with third-party vendors or implementation partners for system support.
• Familiarity with distribution, wholesale, or warehouse operational workflows.
• Experience supporting adjacent business applications such as CRM, WMS, commerce platforms, or reporting tools.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of a job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Remaining in a seated position for long periods of time
• Standing is to remain on one’s feet in an upright position without moving about
• The ability to alternate between sitting and standing is present when a worker has the flexibility to choose between sitting or standing as needed when this need cannot be accommodated by schedules breaks and/or lunch period
• Entering text or data into a computer by means of a traditional keyboard
• Expressing or exchanging ideas by means of the spoken work to impart oral information to clients and talent and convey detailed spoken instructions to other workers accurately and quickly
• The ability to hear, understand, and distinguish speech and/or other sounds such as in person and telephone
• Clarity of vision to see computer screens and workspace

Employment at Jaipur is contingent on the completion of a criminal background check and a drug screen, with the results being negative. Jaipur employees are subject to pre-employment, post-injury, post-accident, reasonable suspicion, and random testing for illegal drug usage. Management retains the discretion to add or change the duties