Support Analyst - MS Dynamics GP

About Contour

Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.

As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers.

What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started!

About Contour:

Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years. As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers. What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started!

Division:

Cogsdale offers a best-of-breed customer information system that includes financials, distribution, utility billing, customer management, work management, project management, and procurement. Cogsdale extends the suite to include functionality such as interactive voice response, document management, payment kiosks, and online credit checks.

Division Link: https://cogsdale.com/

Job Summary:

We are seeking a dedicated and experienced Support Analyst to join our team. The successful candidate will provide functional and technical support for customers using Microsoft Dynamics GP, resolving issues across core modules including financials, distribution, payroll, and integrations.

As Microsoft continues focusing on innovation and investments in cloud solutions and technologies, they will end Dynamics GP support on December 31, 2029, with end of security updates on April 30, 2031. This role will evolve to include supporting customer transitions to Dynamics 365 Business Central. We are looking for candidates who want to grow with this transition, not just maintain a legacy system.

This role requires deep knowledge of Dynamics GP, excellent problem-solving skills, and the ability to communicate effectively with both technical and non-technical users. Microsoft is encouraging customers to transition to Dynamics 365 Business Central, and we will support your professional development toward that platform. Successful resource shall work from the Contour Karachi Office as an extension of the Global Support Team.

Key Responsibilities:

• Provide functional support for Microsoft Dynamics GP users across modules (GL, AP, AR, Payroll, Inventory, etc.)

• Troubleshoot and resolve issues including system errors, data discrepancies, user access problems, and integration failures, and document resolutions in our ticketing system (Jira)

• Collaborate with implementation consultants and other departments to ensure seamless integration and operation of Dynamics GP

• Escalate complex issues to vendor support as appropriate, tracking to resolution

• Document support activities, solutions, and maintain user guides and knowledge base articles

• Deliver end-user training within the scope of support (e.g., webinars, how-to guides)

• Stay current on Dynamics GP updates (tax tables, hotfixes, security patches) through December 2029

Qualifications:

• Bachelor’s degree in business, Accounting, Information Systems, or a related field

• Minimum 3 years of experience supporting Microsoft Dynamics GP in a functional or technical support capacity

• Strong knowledge of Dynamics GP modules (GL, AP, AR, Payroll, Inventory, Purchasing, Sales Order Processing)

• Experience troubleshooting data discrepancies, report issues, and user access problems

• Proficiency with SQL Server for data queries, reporting, and basic troubleshooting

• Excellent written and verbal communication skills; ability to explain technical issues to non-technical users

• Ability to work independently in a remote environment while collaborating effectively with a distributed team

• Familiarity with ticketing systems and SLA-driven support environments

Preferred Skills:

• Experience with Dynamics 365 Business Central or willingness to train and certify

• Certification in Microsoft Dynamics GP

• Familiarity with ITIL or other IT service management frameworks

• Experience supporting ERP migrations or system transitions

• Exposure to third-party GP add-ons (e.g., Mekorma, Binary Stream, eOne)

Preferred Skills:

• 7:30 AM EST to 4:30 PM EST (4:30 PM to 1:30 AM Pakistan Time)

Exciting Benefits we offer:

• Market-leading Salary

• Medical Coverage – Self & Dependents

• Parents Medical Coverage

• Provident Fund

• Employee Performance-based bonuses

• Home Internet Subsidy

• Conveyance Allowance

• Profit Sharing Plan [Tenured Employees Only]

• Life Benefit

• Child Care Facility

• Company Provided Lunch/Dinner

• Professional Development Budget

• Recreational area for in-house games

• Sporadic On-shore training opportunities

• Friendly work environment

• Leave Encashment

Disclaimer: At Contour, we attribute our success to the unique contributions of our diverse staff. We’re committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we’ve adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination.

In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here.