Overview
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.
Operational & Application Support
- 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
Customer & Stakeholder Engagement
- 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
Projects & Continuous Improvement
- 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
Documentation & Training
- Creating and maintaining high‑quality functional documentation
- Preparing and delivering training sessions for super users
- Ensuring knowledge retention within the Technology and Change team
Essential Skills
- 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
Desirable
- 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
Contact
Please get in touch with Kamilla Ryan if interested (kamilla.ryan@akkodisgroup.com)
Equal Opportunity Statement
Both Modis International Ltd and Modis Europe Ltd are Equal Opportunities Employers.
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