D365 Support Analyst // Manchester

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.

• 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

• 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

• 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

• Creating and maintaining high-quality functional documentation
• Preparing and delivering training sessions for super users
• Ensuring knowledge retention within the Technology and Change team

• 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

• 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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