Support Analyst - Microsoft Dynamics 365 Business Central

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Here at Harris, you’ll be working as part of 5 different business verticals, Public Sector, Healthcare, Utilities, Insurance and Private sector, with over 12,000 employees and more than 100,000 customers located in 200 countries around the globe. We need your help to keep growing and we hope you can become an integral part of the Harris family.

BU:

Cogsdale is a forward-focused software and services company with over 25 years of experience delivering robust enterprise-level information and operations solutions, securing its position as the provider of choice for utilities, local government agencies, municipalities, and investor-owned companies. The company was established in 1997 and is based in Charlottetown, Canada. Cogsdale offers a best-of-breed Customer Information System for Utility Providers that integrates utility billing, financials, distribution systems, customer management, work management, project management, and procurement. Cogsdale provides fully integrated solutions by leveraging the strength of the Microsoft Dynamics 365 platform, and as a Microsoft partner, enhances the core Dynamics 365 offerings to deliver a full range of functional solutions including Financial Management, Asset Management, People Management, Work Management, and Customer Management. As a division of Harris Computer Systems, Cogsdale is part of an ecosystem of successful, solution-based business units backed by a senior leadership team.

Primary Functions:

• Provide functional support for Dynamics 365 Business Central users across modules (General Ledger, Accounts Payable, Accounts Receivable, Inventory, Purchasing, Sales)
• Troubleshoot and resolve issues including system errors, data discrepancies, user access problems, and integration failures, and document resolutions in our ticketing system (Jira)
• Manage customer onboarding to support services when new customers transition from implementation to ongoing support
• 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 Business Central release waves, updates, and new functionality

Job Qualifications:

The qualifications we are looking for are mixture of work experience and educational background.

They are split into Minimum Qualifications (must have) and Additional Qualifications (nice to have) along with soft skills (competencies) needed for the role:

Minimum Qualifications:

• Bachelor’s degree in business, Accounting, Information Systems, or a related field
• 3+ years of experience supporting Dynamics 365 Business Central in a functional or technical support capacity
• 3+ years of experience supporting different Business Central modules (Financials, Purchasing, Inventory, Project, Fixed Asset, Service Management)
• 3+ years of experience troubleshooting data discrepancies, reporting issues, permissions, and workflow failures
• 1+ years of experience with Business Central administration (user setup, permission sets, environments, extensions)
• 1+ years of experience creating training material, articles, AI training for Dynamics BC support.
• 1+ years of experience working with AI in a support/development environment.
• 1+ years of experience using ticketing systems and SLA-driven support environments

Additional Qualifications:

• Microsoft Certified: Dynamics 365 Business Central Functional Consultant Associate Certification
• Experience with AL development or ability to read/interpret AL code for troubleshooting purposes
• Familiarity with Power Platform (Power Automate, Power BI) integration with Business Central.
• Experience with Business Central APIs and data integration.
• Exposure to popular AppSource extensions (Jet Reports, Integrity Data, Insight Works, etc.)
• Experience supporting customers migrating from Dynamics GP to Business Central
• Familiarity with ITIL or other IT service management frameworks
• 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

Soft Skills:

• Excellent troubleshooting and problem-solving skills.
• Strong communication skills, both written and verbal.
• Ability to work independently and as part of a team.

The above statements are intended to describe the general nature and level of work being performed

by people assigned to this job. It is not designed to be utilized as a comprehensive list of all duties,

responsibilities, and qualifications required of employees assigned to this job.

Working Environment:
This job operates in a professional office environment or remote home office location. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.  Periods of stress may occur.

This role may occasionally encounter Protected Health Information, Personal Identifiable Information or Privacy Records, and it is essential that all employees adhere to confidentiality requirements as outlined in the Employee Handbook and Harris’ Security and Privacy policies, as well as apply the concepts learned in the annual Security Awareness training.