Job Description
I'm looking for an experienced D365 Support Analyst to play a key role in ensuring the smooth operation, support, and continuous improvement of Microsoft Dynamics 365 applications, including Finance & Operations, Customer Engagement, Supply Chain Management, and Commerce.
This role sits at the intersection of day-to-day operational support and technology transformation, supporting both internal teams and external suppliers.
What you'll be doing:Operational & Application Support
* Providing 1st and 2nd line support for Dynamics 365 (CE, SCM, Dual Write) and integrated systems such as POS, payments, printing, eCommerce, document management, and EDI solutions
* Troubleshooting and resolving incidents with minimal disruption to business operations
* Monitoring system performance (e.g. batch processing, performance issues) and proactively addressing problems
* Managing support tickets effectively and resolving them within agreed SLAs, with some out-of-hours support required
* Assisting with SLA reporting
* Supporting projects and system upgrades, from testing through to live environments
Customer & Stakeholder Engagement
* Building strong relationships with internal teams and external suppliers
* Acting as a bridge between technical teams and business users, translating requirements and enabling collaboration
* Providing regular updates to users on ticket progress and resolution
* Becoming a trusted advisor and ensuring a positive support experience
Projects & Continuous Improvement
* Supporting testing, training, and documentation for new system rollouts
* Contributing to internal knowledge bases and cross-team knowledge sharing
* Assisting in the development of apps, CRM functionality, and expanded use of D365
* Sharing insights to optimise systems and improve user experience
Documentation & Training
* Creating and maintaining high-quality functional documentation
* Preparing and delivering training sessions for super users
* Ensuring knowledge retention within the Technology and Change team
Essential Skills:
* Good experience working with Dynamics AX or D365 Finance & Operations
* Experience supporting business-critical applications, ideally within retail or manufacturing environments
* Hands-on experience with POS systems (hardware and software)
* Strong problem-solving and incident management skills
* Basic understanding of Windows OS, ERP systems, and APIs/web services
* Ability to manage conflicting priorities and meet deadlines
Desirable
* Exposure to D365 modules including Finance, Warehouse & Operations, CE, and Commerce
* Technical knowledge of SQL Server, SSRS, Logic Apps, Azure, and BI services
* Experience with Power Apps, Power Automate, and JavaScript/C# for plugins
* Configuration experience across workflows, system and user interfaces, and field management
* ITIL certification or experience working in structured IT service environments
* Experience supporting tightly integrated systems
Please get in touch with Kamilla Ryan if interested ()
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