Support Analyst (L2) - Business Central

Overview

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 Responsibilities

• 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.

Essential Skills:

• 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.

Desirable Skills:

• Experience with Power BI, SQL, or similar reporting/analytics tools.
• Exposure to system administration or configuration within Business Central.
• Qualifications and Experience

Experience

• 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.