Role purpose
The Business Systems Owner keeps the company's business systems running from the perspective of users and processes, and is the link between users, business processes and the IT team. Our primary business system is Microsoft Dynamics 365 Business Central (BC), and this role is its business owner. Responsibilities span user support, system administration, release validation, adoption of new features, and the quality of processes supported by our systems.
Main responsibilities
User support & helpdesk
First point of contact for business-systems users, Business Central in particular — triaging requests and unblocking people, so issues are resolved directly or handed to the right place.
- receives requests, does initial analysis, and distinguishes incidents, bugs, change requests and process problems
- helps users with error messages and warnings (e.g. missing permissions, features not working)
- resolves common cases directly; escalates complex ones to the right role or to the software vendor and works with them to a resolution
- proposes corrective steps to prevent recurrence and keeps users informed of progress
System administration
Administers and configures the entrusted systems and keeps Business Central current and correctly set up.
- manages system configuration, reference data, user settings and access rights
- manages BC users and licenses
- keeps BC on a current, supported version — tracks announced Microsoft updates, informs users in advance, and ensures updates happen on schedule
- keeps BC extensions and installed apps up to date via the admin center, and verifies they work after installation
Process operations
Keeps the processes supported by the systems working correctly.
- verifies process correctness and checks data flows and integrations
- identifies process problems and deviations early
- helps resolve operational problems
Compliance, projects & release validation
Acts as the business owner for BC changes driven by new business, legal or product requirements. We decide the direction; the vendor sets it up and tests it; this role validates the result and confirms it is ready for business use before it reaches users.
- agrees solution options with the vendor and drives the change to a working, handed-over solution
- runs user acceptance testing, verifies critical scenarios, validates data migrations, and checks changes after release
Current / example projects
- Slovak electronic invoicing (mandatory from 1 Jan 2027) — agree solution options with the vendor, decide the direction, have the vendor set it up and test it, and hand a working solution over to the accounting department.
- EET — bring BC into compliance with the EET solution; may require extending the data migration with additional data (e.g. the EET receipt number).
- Further projects as needed — e.g. card payments, new applications.
User adoption & communication
Makes sure users understand and correctly use the systems, and that changes actually land.
- communicates changes and upcoming updates, and notifies users of new or changed apps
- prepares guides, organizes training, and supports onboarding of new users
- collects feedback and identifies problems in how systems are used
Documentation & knowledge (AI-assisted)
Owns the knowledge layer and uses AI to keep it cheap to maintain.
- documents processes, system configuration, and known problems with their solutions
- maintains user guides and the knowledge base
- uses AI across the role — drafting documentation, guides and training materials, triaging and analyzing helpdesk requests and feedback, designing test scenarios, and automating support processes
Goal & success measures
The role is not measured by the number of resolved tickets, but by gradually reducing manual support and increasing user self-service. Success shows as:
- fewer recurring problems and requests
- faster, well-adopted rollout of new features
- higher process quality and more automated support
- a genuinely useful, up-to-date knowledge base
- reliably validated releases and satisfied users
Ideal profile — who we are looking for
This is an ownership and service role, not a programming role. The strongest predictor of success is conscientiousness — reliability and follow-through — combined with patience for users and a drive to remove root causes rather than just close tickets. Mapped onto the Big Five personality dimensions, the ideal profile looks like this:
Fits the role
- a reliable "system operator and administrator" with a heart for users
- stays calm during incidents and compliance deadlines
- removes recurring problems at the root, instead of only closing tickets
Does not fit
- a pure "builder / hacker" who dislikes routine and documentation
- strongly introverted, avoiding user contact
- a perfectionist unable to delegate or escalate to the vendor
Working with other roles
Works closely with the rest of the team to close gaps between users, processes and systems:
- Business Owner — shares information about user problems and needs
- Product Builder — provides feedback from real-world use of the systems
- Product Engineer — cooperates on resolving problems and validating changes
- System Owner — cooperates on change adoption, process quality and correct system usage
- IT Operations Owner — cooperates on resolving operational and user problems
The Business Systems Owner ensures there is no communication or knowledge gap between users, processes and systems.