Technical Lead

Job Summary

Dynamics 365 CRM Functional Consultant

• Act as the primary business-facing contact for all Dynamics 365 CRM Application Support and Maintenance (ASM) activities.
• Provide functional support for incidents, service requests, problem management, and day-to-day CRM operational issues.
• Perform business impact assessment, issue analysis, functional troubleshooting, and coordination with offshore technical teams for timely resolution.
• Support and maintain CRM business processes, configurations, workflows, business rules, forms, views, dashboards, and user administration.
• Manage stakeholder communication, ticket prioritization, escalation management, and SLA adherence.
• Conduct requirement clarification sessions and support minor enhancements, configuration changes, and business process optimization initiatives.
• Coordinate user acceptance testing (UAT), release validation, and production deployment verification activities.
• Validate end-to-end business process execution, data quality, and integrations with SAP, Power BI, Project Server, and other connected systems.
• Participate in service reviews, governance meetings, RCA discussions, and continuous service improvement initiatives.
• Maintain functional documentation, knowledge articles, SOPs, and support procedures to ensure effective knowledge management and operational continuity.
• Drive user adoption, training, and business engagement activities to maximize value realization from the Dynamics 365 CRM platform.

Key Skills

• Microsoft Dynamics 365 Field Service, Sales, and Marketing
• Business Process Analysis & Optimization
• Incident, Problem, Change & Release Management
• Requirement Gathering and Stakeholder Management
• UAT Coordination and Business Validation
• ITIL-based Application Support Operations

Key Responsibilities

Dynamics 365 CRM Functional Consultant

• Act as the primary business-facing contact for all Dynamics 365 CRM Application Support and Maintenance (ASM) activities.
• Provide functional support for incidents, service requests, problem management, and day-to-day CRM operational issues.
• Perform business impact assessment, issue analysis, functional troubleshooting, and coordination with offshore technical teams for timely resolution.
• Support and maintain CRM business processes, configurations, workflows, business rules, forms, views, dashboards, and user administration.
• Manage stakeholder communication, ticket prioritization, escalation management, and SLA adherence.
• Conduct requirement clarification sessions and support minor enhancements, configuration changes, and business process optimization initiatives.
• Coordinate user acceptance testing (UAT), release validation, and production deployment verification activities.
• Validate end-to-end business process execution, data quality, and integrations with SAP, Power BI, Project Server, and other connected systems.
• Participate in service reviews, governance meetings, RCA discussions, and continuous service improvement initiatives.
• Maintain functional documentation, knowledge articles, SOPs, and support procedures to ensure effective knowledge management and operational continuity.
• Drive user adoption, training, and business engagement activities to maximize value realization from the Dynamics 365 CRM platform.

Key Skills

• Microsoft Dynamics 365 Field Service, Sales, and Marketing
• Business Process Analysis & Optimization
• Incident, Problem, Change & Release Management
• Requirement Gathering and Stakeholder Management
• UAT Coordination and Business Validation
• ITIL-based Application Support Operations

Skill Requirements

Other Requirements