Microsoft App Support Senior Specialist

Contract type



Support Centre - IT


Costa Limited, 6th Floor, Chancery House, 53-64 Chancery Lane, London, GB-LND, WC2A1QS, GBR

Costa has ambitious growth plans, with a vision to become the Worlds Most Loved Coffee company.  As Costa moves towards its ambition of becoming a truly global total coffee company, IT becomes increasingly important in enabling business strategies. A Microsoft Application Support Senior Specialist role is being recruited for which will be integral to the success of IT.

A bit about us...
At the heart of Costa Coffee are our values; we believe in Passion, Warmth, Trust and Courage. We are the No 1 coffee brand in the UK and as part of the Coca-Cola Company, we’re on a journey to be the worlds most loved coffee brand, we don’t settle for mediocre. We’ve come a long way from the Costa brothers first roastery in 1971, today we are a total coffee company that delivers great coffee to our consumers all over the globe. Along with our much-loved stores, this includes our Express machines, Ready to Drink range, and a long list of friends and partnerships. Costa are proud of our collaborative and inclusive workforce, who continually unlock new growth potential.

A bit about the role...
As Costa becomes an increasingly global business, the evolution and maintenance of its IT Services is a key factor in successful growth.  With the migration of ERP and CEM applications to Microsoft D365, a specialist team of experts in the field of Dynamics 365 and Financial system support has become essential.

  • The Microsoft Application Support Specialist will be accountable, as part of a team, for the successful implementation and running of a second line technical support team. 
  • They will be accountable for support and maintenance of Costa’s F&O & CEM platform, running on Dynamics 365, Power Platform and Azure Services.
  • They will also be accountable for support and maintenance of additional IT systems which are part of the Finance/CEM IT Service provision, or, have a synergy at the technology level.
  • The Senior Specialist role will take accountability for the monitoring of business critical financial & CEM services, applications and integrations, ensuring that incidents, problems, and alerts are acted upon within OLA and SLA’s. 
  • Managing major incident escalations and activities, accountable for configuration and change to ensure business needs are met.
  • They will work closely with the Costa Cloud Infrastructure team and multiple third-party suppliers in delivering an optimised, maintained and fully supported Finance & CEM IT ecosystem. This includes accountability for D365 environment sizing, provisioning, and on-going capacity management.
  • They will manage issues and events with the necessary IT suppliers and 3rd parties and be accountable for the continuity of the finance IT Services.
  • They will also be fully accountable for ensuring the finance application landscape complies with IT Security, risk, SOX and audit requirements
  • They will work closely with development teams and product owners on the development of new features and their roll out to production.
  • They will also play key part in implementing and managing the continuous upgrades of the D365 platform from Microsoft as part of its SaaS offering.

 A bit about you…


·  Microsoft Dynamics 365 Finance – System Admin

·  Microsoft Dynamics 365 Customer Services – System Admin

·  SaaS and PaaS IT support activities

·  Microsoft Azure Services (logic apps, event grid etc.) functional knowledge

·  Outstanding problem-solving and investigation skills

·  Excellent communication skills across all levels of the business and IT.

·  Deep level of understanding of how technology combines in providing value to the business.

·  Proficient in all ITIL support concepts

·  Support or system administration

·  Experienced in working with external support and development teams

·  Integrations developed on Azure services

·  Navision 2016

·  Power Platform Portals ITIL accreditation

·  PowerBI reports

·  Support of corporate financial systems. 


What we can offer...

We’re on an exceptional adventure and can offer a truly purpose led career with good flexibility to suit your personal needs. In addition, you will benefit from the below:

  • BUPA Healthcare
  • Costa Pension Scheme
  • Bonus Scheme
  • 25% staff discount, including endless free coffee onsite at support office
  • 25 days Holidays

Location / Travel:  London / flexible home working at this time

At Costa Coffee we celebrate Inclusion and Equality; we believe everyone should bring their true self to work. We advocate collaboration and transparency and embrace differences in all that we do. #nowisthemoment to join.

Job ref:



05 Nov 2021

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