Business Central Support Consultant

at  BCN Group

Job title: D365 BC Continuity & Support Consultant
Reports to: Business Solutions Team Leader
Location: Role can be based from any of our Manchester, Leeds or Reading locations (Hybrid working available)
Hours: Monday to Friday, 37.5 hours per week
Salary: Competitive + benefits

PERSON, SKILLS & EXPERIENCE:

• Be able to manage your priorities in a fast-changing environment.
• Dynamically shift between a senior guiding/mentoring position, and a senior hands-on customer support position.
• Act as a point of escalation for service tickets requiring enhanced management and consideration.
• 2nd and 3rd line Support where needed.
• Mentor 1st line support team members with passion for developing others and encouraging progression.
• Develop the service offering and contribute to best practice escalation processes.
• Have excellent customer facing and communication skills and be able to manage customer engagements effectively.
• Participate in ‘handover’ activities when customers come onboard in support.
• A real sense of responsibility. Have a ‘take-charge’ attitude and exceptional professional pride.
• Have excellent time management skills and ability to meet tight deadlines.
• 5+ years’ experience supporting all versions of Dynamics NAV/Business Central, ideally from NAV 2009 to BC SaaS.
• Good working knowledge of all Dynamics NAV/BC application areas.
• Proven track record managing a ticket stack.
• Strong understanding of the MS Office Suite.

We are looking for a NAV/BC Consultant to be responsible for 2nd and 3rd line support and escalations.
As a continuity consultant, you’ll be able to manage and prioritise workloads for yourself whilst also supporting and developing the first line support members, all whilst being highly considerate of BCN’s operational agreements with customers, the service desk SLAs and associated KPI’s.
You will work closely with consultants, developers, project managers and account managers for support handovers, support take over projects, other services, feedback handling, new change requests handling and to resolve customer service tickets quickly, efficiently and to the customer’s satisfaction.