Business Central Support Consultant

The Business Central Support Consultant is responsible for providing ongoing support and optimization of Microsoft Dynamics 365 Business Central solutions post-implementation, with a focus on client success, problem resolution, and continuous system improvement. This role acts as the primary point of contact for clients, troubleshooting issues, providing expert guidance, and ensuring that the system continues to meet business needs long after go-live.

As a vital part of the support team, the Support Consultant offers expert-level support to clients and internal teams, helping clients navigate system challenges, optimize workflows, and maximize the value of their Business Central solution. This role requires deep product knowledge, exceptional problem-solving skills, and the ability to manage and resolve support tickets in a timely and efficient manner.

Key Responsibilities

• Provide Ongoing Business Central Support

Serve as the main point of contact for clients experiencing issues or needing guidance with their Business Central solution. Troubleshoot and resolve issues, ensuring a timely response and high-quality service.

• Client Needs Analysis & Solutions

Work closely with clients to understand their evolving business processes and challenges. Provide recommendations for optimizations, customizations, and best practices to improve system performance and meet business goals.

• Troubleshoot and Resolve System Issues

Diagnose and resolve system issues, bugs, or user concerns. Collaborate with technical teams to provide solutions and ensure minimal disruption to client operations.

• Client Communication & Relationship Management

Maintain clear, professional communication with clients, managing expectations and providing updates on ongoing support requests. Foster strong relationships to ensure client satisfaction and retention.

• Collaborate with Internal Teams

Work closely with developers, project coordinators, and other support staff to identify and implement solutions, escalating issues as needed to ensure resolutions are delivered effectively and efficiently.

• Train & Mentor Users

Provide guidance and training to end users, helping them to resolve issues, optimize workflows, and fully utilize the system. Conduct refresher sessions for users to improve their proficiency with Business Central.

• Process Optimization & Continuous Improvement

Regularly review client systems to identify opportunities for improvement, such as automation, new features, or system enhancements. Suggest process improvements to enhance client operations.

• Escalations Management

Handle escalated client support tickets, ensuring that issues are addressed with urgency and resolving any complex system challenges with minimal downtime for clients.

• Knowledge Sharing & Best Practices

Mentor and guide junior support team members, sharing knowledge on troubleshooting techniques, system best practices, and client management strategies. Contribute to the development of internal knowledge bases and support documentation.

Hard Requirements:

5+ years of hands-on experience with Microsoft Dynamics 365 Business Central (or Dynamics NAV), including post-implementation support and optimization.

• Functional Expertise

Deep understanding of core modules such as Finance, Sales, Purchasing, and Inventory, with a focus on system maintenance, issue resolution, and optimization.

• Support Skills

Strong ability to troubleshoot system issues, provide detailed resolutions, and collaborate with technical teams. Experience with support ticketing systems and escalations.

• Tools & Methodology

Proficient with support tools (e.g., Microsoft Teams, Planner, DevOps), and capable of managing client relationships using collaboration tools. Familiarity with Business Central extensions and partner apps is a plus.

Nice to Have:

• Implementation, configuration and how it works experience is a plus to help the support
• Experience with manufacturing, service, or rental functional areas/apps is an asset
• Familiarity with Business Central extensions and partner apps (Shopify Integration, Jet Reports, Cosmos Reporting) is a plus.
• Certifications (preferred)Microsoft Dynamics 365 Business Central Functional Consultant Associate