Summary of the position:
- This role is responsible for overseeing and resolving functional and technical support tickets related to Microsoft Dynamics 365 Business Central and Jet Reports.
- This role involves deep collaboration with cross-functional teams to ensure timely resolution of user queries, continual system optimization, and enhancement of reporting capabilities.
- The successful candidate will act as a subject matter expert, providing guidance, analysis, and best practices to support business operations and decision-making.
Key accountabilities:
- Manage and resolve end-user tickets related to Business Central functionality, configuration, and performance. Triage, analyze, and prioritize incoming support requests, escalating issues where necessary.
- Support users in the creation, troubleshooting, and optimization of Jet Reports.
- Work closely with finance, operations, and IT teams to understand reporting needs and deliver solutions.
- Perform root cause analysis and implement preventative measures for recurring issues.
- Maintain documentation on support resolutions & system changes
- Liaise with external vendors and Microsoft partners as required.
- Identify opportunities for process improvement through system enhancements and automation.
- Ensure data accuracy, security, and compliance within Business Central.
Skills and Experience | Essential:
- Proven experience supporting any Tier 1/ Tier 2 ERP system.
- Excellent troubleshooting and problem-solving skills.
- Ability to manage a ticket queue and handle competing priorities efficiently.
- Strong written and verbal communication skills.
Skills and Experience | Desirable:
- Experience with Power BI, SQL, or similar reporting/analytics tools.
- Exposure to system administration or configuration within Business Central.
- Qualifications and Experience
Personal attributes:
- 2-4 years of hands-on experience supporting or administering Microsoft Dynamics 365 Business Central, ideally in a finance or operations environment.
- Demonstrated experience in managing ticketing systems (e.g., Jira, Zendesk, Fresh service) for functional and technical user support.
- Proven ability to develop, troubleshoot, and optimize Jet Reports, including experience with data linking, Excel integration, and custom report design.
- Exposure to financial systems processes such as general ledger, accounts receivable/payable, purchase orders, and inventory management.
- Experience liaising with cross-functional teams (finance, IT, procurement, operations) to translate business needs into systems solutions.
- Prior work in mid-sized to enterprise-level environments, with a mix of support, analysis, and stakeholder engagement responsibilities.
