Support Analyst, D365 Business Central and Sage Intacct

Support Analyst, D365 Business Central and Sage Intacct (L1)What do you think of when you hear the name MNP? We are more than a prominent consulting firm in tax and accounting; we are redefining how organizations succeed in the digital age by bridging strategic vision, technical innovation, and operational execution to deliver transformative results.Make an impact as we look to strengthen our Managed Services Practice as a Support Analyst, focusing on D365 Business Central and Sage Intacct. This role supports the L1 function, combining ERP application expertise, accounting knowledge, and technical troubleshooting skills. You will act as a bridge between finance/operations and IT, ensuring ERP systems run smoothly, issues are resolved promptly, and enhancements align with business processes. You will be part of the team responding to clients’ technical concerns, adhering to service level standards. This position involves handling Tier 1 or 2 incidents and service requests, resolving or escalating as needed.At MNP, you will work alongside a collaborative team of creative thinkers and problem-solvers. You will gain hands-on experience, face meaningful challenges, and develop your skills in an environment where your voice is valued and your growth is prioritized. If you're ready to accelerate your career and make a lasting impact, this is where your journey begins.Responsibilities:Resolve high-urgency issues for end users and clients.Provide excellent customer service via Phone/Chat Support.Assess customer issues and requests accurately.Log customer calls and chats in Service Tickets precisely.Recognize and escalate out-of-scope issues to specialized teams.Collaborate with team members and leaders for swift resolution of client issues.Follow internal policies, procedures, and guidelines.Submit timesheets promptly and accurately according to billing policies.Follow ITIL-aligned processes (Incident, Problem, Request, Change management).Conduct root cause analysis and document known errors for Problem Management.Adhere to SLAs, SLOs, SLTs, and prioritization guidelines in a multi-client MSP environment.Contribute to improving work processes with new ideas and approaches.Skills and Experience:At least 2 years of professional customer service experience in an IT Call Centre environment.A relevant technical post-secondary diploma, IT certifications, or equivalent work experience.Experience with Microsoft D365 BC or Sage Intacct is required.Client Accounting experience is preferred.Bilingual (French/English) skills are a strong asset.Excellent communication skills, capable of explaining support issues in non-technical terms.Customer-focused with patience and empathy.Team-oriented, able to collaborate with L2, L3, and Operations teams.Strong problem-solving and analytical skills.Willingness to learn and specialize in Microsoft and/or Sage Intacct.Strong time management and attention to detail.Understanding of detailed time tracking and recording.Certification in Microsoft Certified: Dynamics 365 Fundamentals (ERP) or Sage Intacct Accounting Specialist is required.ITIL 4 Foundation Certification is preferred.Accounting or Finance certification (CPA candidate or bookkeeping diploma) is an asset.Recommended Certification Track:Microsoft Certified: Dynamics 365 Business Central Functional Consultant Associate (MB-800)Sage Intacct Implementation Specialist CertificationRewards at MNPWe offer customized rewards supporting our culture and work-life balance, including competitive pay, vacation, personal days, pension plan with matching, savings options, bonuses, flexible benefits, mental health resources, exclusive perks, professional development, MNP University, a casual dress environment, social events, and more.Diversity at MNPWe embrace diversity as a core value, celebrating differences. We believe every team member contributes unique gifts, strengthening our business. We encourage applicants with disabilities to apply. #J-18808-Ljbffr