Business Central Junior Support Analyst
Type: 18-Month Contract
Rate: £195 daily rate inside IR35
Reporting to: IT Applications Manager
Location: Hybrid/Remote, 1 day per week in Clevedon office. Fully remote applicants will also be considered however candidates MUST be based in the UK.
Role Purpose
We are looking for a Business Central Junior Support Analyst with at least two years' experience supporting Microsoft Dynamics 365 Business Central to join our Applications team on an 18-month fixed-term contract.
The role will provide first and second-line support for Business Central and associated business applications, helping to ensure the smooth running of day-to-day business operations.
Working within an established Business Central environment, the successful candidate will focus on business-as-usual (BAU) support rather than further development or implementation. You will be responsible for triaging support requests, investigating and resolving user queries, completing routine administration and data maintenance, and escalating more complex issues where appropriate.
You will work closely with the IT Applications Manager, senior analysts, internal users and external support partners. An AI support agent is also available to assist with the triage and resolution process.
Key Responsibilities
Business Central Support
- Provide first and second-line support for Microsoft Dynamics 365 Business Central.
- Triage, investigate and resolve incidents, service requests and user queries.
- Monitor and manage support tickets, ensuring issues are progressed within agreed timescales.
- Provide clear and professional updates to users throughout the support process.
- Identify when issues require escalation and ensure effective handover to senior analysts or external support partners.
- Carry out routine Business Central administration and user support activities.
- Assist with user access, permissions and routine access reviews.
- Support data maintenance, including data checks, updates, imports, exports and validation.
- Assist with routine system checks, testing and release validation.
- Maintain accurate and comprehensive ticket notes, documenting actions, outcomes and next steps.
- Help maintain support documentation, FAQs, known issues and user guidance.
- Identify recurring issues and contribute to improvements in support processes and user guidance.
- Make effective use of available tools, including AI-assisted support and triage.
Business Applications
- Support users across Business Central and associated business applications.
- Develop an understanding of how different teams use Business Central to support their day-to-day activities.
- Work collaboratively with internal teams and external suppliers to resolve application-related issues.
- Provide basic user guidance and support where required.
- Follow established processes for change control, system access and data management.
Collaboration & Communication
- Build positive working relationships with users and key ERP stakeholders.
- Communicate technical issues clearly to both technical and non-technical colleagues.
- Work closely with senior members of the Applications team and external partners on escalated issues.
- Take ownership of support requests and follow them through to resolution or appropriate escalation.
- Contribute to knowledge sharing and continuous improvement within the team.
Essential Experience & Skills
- At least 2 years' experience supporting Microsoft Dynamics 365 Business Central.
- Practical experience working in an application support, ERP support, service desk or business systems environment.
- Experience providing first and/or second-line support and ticket triage.
- Good understanding of business processes and how ERP systems support an organisation.
- Strong troubleshooting and problem-solving skills.
- Good communication and customer service skills.
- Ability to manage multiple support requests and prioritise effectively.
- Ability to work independently while knowing when to seek guidance or escalate.
- Good attention to detail, particularly when handling system data and user access.
- Experience with Microsoft 365 applications, particularly Outlook, Excel and Teams.
- Ability to document support activity clearly and accurately.
Desirable Experience
The following would be advantageous but are not essential:
- Experience with Progressus or similar Business Central project management extensions.
- Experience with the Microsoft Projects module within Business Central.
- Experience supporting warehousing or manufacturing business processes.
- Previous experience with Microsoft Dynamics NAV.
- Experience with Power BI, Power Apps or Power Automate.
- Experience working with other ERP or business applications.
- Knowledge of ITIL or formal service management processes.
- Experience working with AI-assisted support tools.
Personal Attributes
- Customer-focused and approachable.
- Proactive, reliable and professional.
- Curious and keen to understand both systems and business processes.
- Organised and able to manage competing priorities.
- Methodical and accurate when investigating and resolving issues.
- Comfortable working with users at different levels of technical understanding.
- A positive team player who is also confident working independently.
- Willing to ask questions, learn and develop their Business Central knowledge.
- Takes ownership and follows tasks through to completion.
Working Arrangements
The role is primarily remote, with the central hub based in Clevedon. Preferably, candidates will attend the office one day per week, but this is not essential, and applications from candidates seeking a fully remote arrangement will be considered.
The successful candidate will join an established team and will primarily support the existing Business Central environment, with the focus firmly on BAU support, triage and maintaining a reliable service for users.