Dynamics 365 CE Support Specialist

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

As a Package Consultant for Microsoft Dynamics 365 Customer Engagement, you will be responsible for configuring the system to meet customer-specific business requirements in areas such as Field Service, Project Service, and Sales.

You will collaborate with stakeholders throughout the entire process, including during user acceptance testing.

Your primary responsibilities will include

• Configure and Customize Dynamics Application: Configure the Dynamics application to meet customer-specific business requirements, and customize it to align with their needs. This includes demonstrating out-of-the-box features and validating the final solution to ensure it meets the requirements.
• Document Business Requirements: Document business requirements and participate in solution design sessions to create functional design documents that guide development.
• Collaborate with Stakeholders: Collaborate with stakeholders throughout the entire process, including during user acceptance testing, to ensure the solution meets their needs and expectations.
• Create Functional Design Documents: Create functional design documents to guide development and ensure the solution aligns with the customer's business requirements.
• Validate Final Solution: Validate the final solution to ensure it aligns with the customer's business requirements and meets their needs. Provide functional support for Dynamics 365 Customer Service and CRM applications. Investigate, troubleshoot, and resolve application issues reported by end users. Analyze incidents, service requests, and enhancement requests within agreed SLAs. Support business users by answering functional questions and providing guidance on system usage. Perform system administration activities, including user management, security roles, and configuration updates. Monitor application performance and proactively identify areas for improvement. Collaborate with development and technical teams to resolve complex issues. Participate in testing and validation of system changes, fixes, and enhancements. Maintain support documentation, knowledge base articles, and user guides. Assist with release deployments and post-release support activities. Contribute to the support and evolution of Microsoft Sustainability Manager solutions when required. Gather, analyze, and document business requirements from stakeholders. Configure and customize Dynamics 365 Customer Service and CRM applications to support business processes. Conduct workshops and requirement discovery sessions with business users. Design and configure forms, views, dashboards, business rules, workflows, and security roles. Growth Opportunity Candidates without prior Sustainability Manager experience are encouraged to apply if they: Have an interest in sustainability and ESG-related solutions. Are willing to learn Microsoft Sustainability Manager and related Microsoft Cloud for Sustainability technologies. Enjoy expanding their functional consulting expertise into emerging business domains.

Required Qualifications

3+ years of experience working with Microsoft Dynamics 365 Customer Engagement. Proven experience with Dynamics 365 Customer Service. Experience configuring and supporting CRM processes and functionalities. Strong understanding of customer service operations, case management, SLAs, and customer support processes. Hands-on experience with: Dataverse tables/entities Forms and views Business Rules Workflows and Power Automate Security Roles Dashboards and reporting Ability to translate business requirements into functional solutions. Strong communication and stakeholder management skills. Professional proficiency in English. Nice to Have Experience with Microsoft Power Platform (Power Apps, Power Automate, Power BI). Microsoft Dynamics 365 and/or Power Platform certifications. Experience with integrations, APIs, and Dataverse. Knowledge of Microsoft Sustainability Manager. Understanding of ESG, sustainability reporting, carbon accounting, or environmental data management processes. Romania Consulting Hybrid Professional Multiple Cities