We are seeking an experienced and confident IT Support Consultant to support a retail organization with business-critical ERP and retail systems. The role combines operational support with process improvement and governance, with a clear mandate to structure incoming support requests, prioritize business impact, and ensure cases are handled through the appropriate support levels.

The primary focus is on ERP and business systems, particularly Microsoft Dynamics 365 Business Central / Navision, while support related to Microsoft 365 and standard workplace services is outside the scope.

Key Responsibilities:

Case Management & Support Governance

• Act as the single entry point and gatekeeper for incoming support cases.

• Perform triage, categorization, prioritization, and assignment of incidents and requests.

• Prevent direct escalation to developers and third-line teams unless clearly justified.

• Own cases end-to-end, ensuring status updates, traceability, and timely communication.

• Enforce support principles and reject or pause incomplete requests with clear explanations.

• Coordinate communication during major incidents and provide post-incident summaries.

Super User Coaching & Business Support

• Coach and support super users to strengthen their ability to resolve recurring issues.

• Translate technical concepts into practical, understandable instructions.

• Provide direct support when necessary, especially during peak periods, campaigns, and high season.

• Build trust and confidence in the IT support function within the business.

Troubleshooting & Incident Resolution

• Perform independent second-line troubleshooting and resolve issues whenever possible.

• Manage incidents, problems, and changes according to ITSM best practices.

• Escalate to third-line only with complete and well-structured documentation.

• Conduct root cause analysis and propose preventive improvements.

Retail-Critical Incident Handling

Examples of incidents requiring immediate attention:

• POS or payment terminal outages during store hours

• Sales order processing failures

• ERP and warehouse integration issues

• Incorrect pricing or promotions

• User login problems affecting store staff

• Multi-store or market-wide disruptions

Process Improvement & Operational Relief

• Reduce unplanned support interruptions for IT and development teams.

• Improve support workflows, ownership, and division of responsibilities.

• Ensure all escalated cases are clearly described, reproducible, and prioritized by business impact.

• Identify recurring issues and initiate problem management activities.

Required Qualifications

• Strong experience with Microsoft Dynamics 365 Business Central and/or Navision (NAV).

• Excellent troubleshooting and incident management skills.

• Experience working in retail or other business-critical operational environments.

• Good understanding of ITSM processes: Incident, Problem, and Change Management.

• Experience with ticketing tools such as ServiceNow, Jira, or similar.

• Familiarity with Microsoft 365 and Microsoft Entra ID.

• Fluent in Swedish and English, both spoken and written.

Preferred Qualifications

• Experience with Navision 2009.

• Background in retail operations and store support.

• Experience working between IT, business operations, and development teams.

Personal Profile

• Highly structured and methodical, with strong documentation habits.

• Confident and able to set boundaries and prioritize effectively.

• Consistent and process-driven, even under pressure.

• Business-oriented with strong focus on operational impact.

• Calm and reliable during incidents and peak periods.

• Proactive and improvement-focused.

• Strong communicator who can explain technical issues clearly.

• High integrity and strong sense of accountability.

Ideal Candidate Background

• Senior IT Support Consultant

• ERP Support Specialist

• Business Systems Support Analyst

• Application Support Consultant

• Retail IT Support Lead

• Language Requirement: Fluent Swedish and English (Swedish is mandatory)