Job Description

About Contour

Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.

As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers.

What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started!

About Contour:

Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years. As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers. What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started!

Division:

Cogsdale offers a best-of-breed customer information system that includes financials, distribution, utility billing, customer management, work management, project management, and procurement. Cogsdale extends the suite to include functionality such as interactive voice response, document management, payment kiosks, and online credit checks.

Division Link: https://cogsdale.com/

We are seeking a dedicated Support Analyst to provide functional and technical support for customers using Microsoft Dynamics 365 Business Central. You will resolve issues across core modules, including financials, supply chain, sales, and integrations, while helping customers maximize the value of their cloud ERP investment.

This role requires strong knowledge of Business Central, excellent problem-solving skills, and the ability to communicate effectively with both technical and non-technical users. The ideal candidate thrives in a support-focused environment, takes ownership of customer issues from intake through resolution, and contributes to the continuous improvement of our support operations. Successful resource shall work from the Contour Karachi Office as an extension of the Global Support Team.

Key Responsibilities:

• Provide functional support for Dynamics 365 Business Central users across modules (General Ledger, Accounts Payable, Accounts Receivable, Inventory, Purchasing, Sales)

• Troubleshoot and resolve issues including system errors, data discrepancies, user access problems, and integration failures, and document resolutions in our ticketing system (Jira)

• Manage customer onboarding to support services when new customers transition from implementation to ongoing support

• Escalate complex issues to vendor support as appropriate, tracking to resolution

• Document support activities, solutions, and maintain user guides and knowledge base articles

• Deliver end-user training within the scope of support (e.g., webinars, how-to guides)

• Stay current on Business Central release waves, updates, and new functionality

Qualifications:

• Bachelor’s degree in business, Accounting, Information Systems, or a related field

• Minimum 3 years of experience supporting Microsoft Dynamics GP in a functional or technical support capacity

• Strong knowledge of Business Central modules (Financials, Sales, Purchasing, Inventory, Warehouse Management)

• Experience troubleshooting data discrepancies, reporting issues, permissions, and workflow failures

• Familiarity with Business Central administration (user setup, permission sets, environments, extensions)

• Excellent written and verbal communication skills; ability to explain technical issues to non-technical users

• Ability to work independently in a remote environment while collaborating effectively with a distributed team

• Familiarity with ticketing systems and SLA-driven support environments

Preferred Skills:

• Microsoft Certified: Dynamics 365 Business Central Functional Consultant Associate Certification

• Experience with AL development or ability to read/interpret AL code for troubleshooting purposes

• Familiarity with Power Platform (Power Automate, Power BI) integrations with Business Central

• Experience with Business Central APIs and data integrations

• Exposure to popular AppSource extensions (Jet Reports, Continia, Insight Works, etc.)

• Experience supporting customers migrating from Dynamics GP to Business Central

• Familiarity with ITIL or other IT service management frameworks

Preferred Timings:

• 7:30 AM EST to 4:30 PM EST (4:30 PM to 1:30 AM Pakistan Time)

Exciting Benefits we offer:

• Market-leading Salary

• Medical Coverage – Self & Dependents

• Parents Medical Coverage

• Provident Fund

• Employee Performance-based bonuses

• Home Internet Subsidy

• Conveyance Allowance

• Profit Sharing Plan [Tenured Employees Only]

• Life Benefit

• Child Care Facility

• Company Provided Lunch/Dinner

• Professional Development Budget

• Recreational area for in-house games

• Sporadic On-shore training opportunities

• Friendly work environment

• Leave Encashment

Disclaimer: At Contour, we attribute our success to the unique contributions of our diverse staff. We’re committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we’ve adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination.

In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here.