Microsoft Dynamics 365 Support Engineer (Business Central) (IT)

At CGI, you?ll play a key role in ensuring critical business systems remain reliable, efficient, and ready to support client success. In your role as a Microsoft Dynamics 365 Support Engineer (Business Central), you?ll be part of a collaborative and forward-thinking team, you?ll help optimise Microsoft Dynamics 365 Business Central environments, resolve complex challenges, and drive continuous improvement across finance and operational processes. You?ll have the opportunity to take ownership of meaningful work, contribute innovative solutions, and help deliver measurable outcomes that support business transformation. Working alongside talented colleagues and stakeholders, you?ll be empowered to develop your expertise while making a tangible impact on both client operations and the future success of our business. CGI was recognised in the Sunday Times Best Places to Work List 2025 and has been named a UK ?Best Employer? by the Financial Times. We offer a competitive salary, excellent pension, private healthcare, plus a share scheme (3.5% + 3.5% matching) which makes you a CGI Partner not just an employee. We are committed to inclusivity, building a genuinely diverse community of tech talent and inspiring everyone to pursue careers in our sector, including our Armed Forces, and are proud to hold a Gold Award in recognition of our support of the Armed Forces Corporate Covenant. Join us and you?ll be part of an open, friendly community of experts. We?ll train and support you in taking your career wherever you want it to go. Whilst this is a hybrid position, but you will be expected to work from CGI and client offices in Nottingham 2 days a week. Candidate profile: In this role, you will be responsible for supporting and enhancing Microsoft Dynamics 365 Business Central, ensuring users receive a high-quality service and that business-critical processes operate effectively. You?ll act as a trusted point of contact for incidents and service requests, working closely with finance teams, stakeholders, and technical partners to diagnose issues, implement solutions, and maintain system performance. You?ll have the opportunity to take ownership of service delivery, contribute to ongoing platform improvements, and help shape a proactive support function. Working within an agile environment, you?ll support upgrades, analyse new platform releases, and identify opportunities to improve user experience, operational efficiency, and business outcomes. Supported by a collaborative team, you?ll be encouraged to share ideas, develop your expertise, and make a lasting contribution to the success of the service. Key responsibilities:

• Support & Resolve ? Manage incidents and service requests relating to Microsoft Dynamics 365 Business Central within agreed service levels.
• Investigate & Troubleshoot ? Diagnose functional, process, and data-related issues across finance and operational modules.
• Prioritise & Communicate ? Monitor support queues, provide timely updates, and maintain strong stakeholder engagement.
• Escalate & Coordinate ? Work with development partners and third-line teams to resolve complex technical issues.
• Analyse & Improve ? Review Business Central Wave releases and implement fixes or enhancements where required.
• Collaborate & Optimise ? Partner with finance and business teams to improve system utilisation and operational effectiveness.
• Test & Validate ? Support testing activities for upgrades, patches, and new functionality.
• Document & Share Knowledge ? Maintain support documentation, knowledge articles, and operational procedures.
• Identify & Enhance ? Recognise recurring issues and recommend improvements to processes, systems, and support practices.
• Coach & Support Users ? Contribute to user training and knowledge-sharing initiatives.

Required qualifications to be successful in this role To succeed in this role, you?ll bring hands-on experience supporting Microsoft Dynamics 365 Business Central within an application support, service desk, or operational support environment. You?ll combine strong analytical and problem-solving skills with excellent communication abilities, enabling you to work effectively with both technical and non-technical stakeholders. A proactive, customer-focused approach and a commitment to continuous improvement will help you thrive in this collaborative and fast-paced environment. Essential qualifications and experience:

• You should have experience supporting Microsoft Dynamics 365 Business Central.
• Experience working within application support, service desk, or managed service environments.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent communication and stakeholder management capabilities.
• Proven ability to prioritise workloads and manage multiple competing tasks.
• Experience working within Agile frameworks and ceremonies.
• Strong attention to detail and commitment to delivering high-quality support.
• Ability to remain calm and effective under pressure.

Desirable qualifications and experience:

• Understanding of finance and accounting principles.
• Experience supporting Dynamics 365 CRM Customer Engagement (CE).
• Knowledge of integrations and interfaces between Dynamics 365 CRM CE and Business Central.
• Exposure to ITIL service management practices.
• Experience supporting retail, manufacturing, distribution, or professional services environments.
• Microsoft certifications relating to Dynamics 365 Business Central.
• Demonstrated interest in continuous improvement and service optimisation.

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