MS Dynamics Services Analyst

Royal Botanic Gardens, Kew; United Kingdom; Hybrid; GBP 47,000 - 54,000; Full time

Benefits offered by this job

Continuous learning

Flexible working

Pension scheme

Cycle to work

Gym discount

Employee assistance programme

Annual leave

Museum entry access

Garden access

Job summary

Royal Botanic Gardens, Kew is seeking an MS Dynamics 365 Service Analyst to support a broad Microsoft Dynamics 365 landscape across Finance & SCM, Customer Engagement and the Power Platform. You will collaborate with teams in Retail, E-Commerce, Marketing, Customer Care, Ticketing, Fundraising, Membership and Reporting to improve services and user experience.

The role requires 2–3 years’ experience with Dynamics 365 Finance & SCM or CE, an IT/CS degree or equivalent, and ITIL exposure.

Qualifications

• Degree in IT/CS or equivalent professional experience.
• 2–3 years’ experience with Dynamics 365 Finance & SCM or CE in a structured IT environment.
• Exposure to ITIL practices (incident, problem and change management).

Responsibilities

• Provide hands-on support and ongoing maintenance of D365 across modules.
• Drive continuous improvement and release management for platform enhancements.
• Collaborate with multiple teams to improve services and user experience.
• Coordinate with suppliers and stakeholders on system changes and data integrations.

Skills

Analytical

Proactive

Collaborative

Troubleshooting

Communication

Education

Degree in IT/CS or equivalent

Tools

PowerApps

Power Automate

SQL

Azure DevOps

LCS

Job description

Join us as an MS Dynamics 365 Service Analyst and help shape the performance, stability and future development of a vital enterprise platform that supports teams right across the organisation. This is a fantastic opportunity to work with a broad Microsoft Dynamics 365 landscape — including Finance & Supply Chain Management, Customer Engagement and the Power Platform — while partnering with colleagues in Retail, E-Commerce, Marketing, Customer Care, Ticketing, Fundraising, Membership, Finance and Reporting. Combining hands‑on support, continuous improvement, release management and system enhancement, this is a varied and visible role where your expertise will directly improve services, user experience and business performance across the organisation.

Educated to degree level in IT/Computer Science, or with equivalent professional experience, you will bring at least 2–3 years’ experience supporting either Microsoft Dynamics 365 Finance & Supply Chain Management or Dynamics 365 Customer Engagement applications within a structured IT environment. You will have strong functional troubleshooting, configuration and user support experience, together with a good understanding of end‑to‑end business processes such as finance, retail, sales, customer service or membership. Exposure to ITIL practices, particularly incident, problem and change management, would also be important.

We are looking for someone who is analytical, proactive and collaborative, with the confidence to manage competing priorities and communicate clearly with both technical and non‑technical colleagues. You should be comfortable working with a good degree of autonomy while building strong relationships across teams, suppliers and stakeholders. Experience across both D365 F&SCM and D365 CE, familiarity with PowerApps and Power Automate, and knowledge of SQL, Azure DevOps, LCS, data integrations or Microsoft functional certifications would all be advantageous.

This role is based at Kew with the option of regular home working, subject to operational requirements.

The Royal Botanic Gardens, Kew (RBG Kew) is a leading plant science institute, UNESCO World Heritage Site, and major visitor attraction. Our mission is to understand and protect plants and fungi for the well‑being of people and the future of all life on Earth.

We are working to end the unprecedented extinction crisis and to help create a world where nature is protected, valued by all and managed sustainably. We will achieve these goals by drawing on our leading scientific research, unrivalled collections of plants and fungi, global network of partners, inspirational gardens at Kew and Wakehurst, and our 260 years of history.

Join us on our journey as protectors of the world’s plants and fungi.

The salary for this position is£46,556 - £53,882 per annum, depending on skills and experience [Band E]

Our fantastic benefits package includesopportunities for continuous learning, a generous annual leave entitlement, flexible working to help you maintain a healthy work‑life balance, an Employee Assistance Programme and other wellbeing support such as cycle to work scheme and discounted gym membership.We also offer a competitive pension, an employee discount scheme and free entry into a wide range of national museums and galleries, as well as access to our own beautiful gardens at Kew and Wakehurst.

We are dedicated to equality of opportunity and welcome applications from all sections of the community. We are committed to interview disabled applicants who meet the essential criteria for the post.

No agencies please.