Dynamics 365 CE Functional Consultant

You will analyze business requirements, provide functional expertise, support solution validation, and ensure successful business adoption through testing, Hypercare, and post production support. The ideal candidate has strong business process knowledge, excellent stakeholder management skills, and experience supporting Dynamics 365 Customer Engagement applications throughout the solution lifecycle.

Your future duties and responsibilities

• Collaborate with business stakeholders to gather, analyze, and document business and functional requirements.
• Analyze business processes and recommend Microsoft Dynamics 365 Customer Engagement solutions aligned with business objectives and industry best practices.
• Support functional solution design by preparing functional specifications, business process documentation, process flows, and user stories.
• Perform impact analysis for enhancements, incidents, and change requests and recommend functional solutions.
• Collaborate with solution architects and development teams to ensure business requirements are translated into effective Dynamics 365 solutions.
• Support solution validation activities, including System Integration Testing (SIT), User Acceptance Testing (UAT), regression testing, and release validation.
• Coordinate defect analysis and validate solutions delivered by the development team.
• Provide Hypercare, production support, incident management, and problem resolution to ensure business continuity.
• Deliver end user training, knowledge transfer sessions, and user documentation.
• Build strong relationships with business users by providing functional guidance and responsive support.
• Identify opportunities for process optimization and continuous improvement.
• Participate in Agile ceremonies and contribute to successful project delivery.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business, Engineering, or a related discipline.
• 5+ years of experience supporting or implementing Microsoft Dynamics 365 Customer Engagement (CRM/CE) solutions.
• Experience as a Functional Consultant, Business Analyst, Business Support Analyst, or Application Support Consultant supporting Microsoft Dynamics 365 CRM/CE.
• Experience supporting Dynamics 365 Customer Engagement modules such as: Sales Customer Service Field Service
• Strong understanding of CRM business processes and functional analysis.
• Experience gathering business requirements and preparing functional documentation.
• Experience supporting incident, problem, and change management processes.
• Experience supporting SIT, UAT, Hypercare, production support, and release management activities.
• Strong analytical, troubleshooting, and problem solving skills.
• Excellent communication, stakeholder management, and customer service skills.
• Experience working in Agile and/or Scrum delivery environments.