- Professional
- Oficina en Belfast
We have an opening for Level 3 Consultant in our Business Applications Support Practice. This position is that of technical escalation for our Support Squads as well as being responsible for delivering CRs/small projects for our customers.
Key Responsibilities
Key Responsibilities :
1. Technical Escalation:
- Serve as a high-level technicalfunctional resource for issues escalated from our Level 2 Consultants.
- Diagnose, troubleshoot, and resolve complex incidents in a timely manner, providing clear and accurate information to customers and stakeholders
- Act as an escalation point for critical customer incidents, managing the resolution process from start to finish including completion of RCA reports.
2. Client Engagement:
- Act as the main point of contact for high-profile or time sensitive escalations, providing timely updates and managing expectations with our customers.
- Communicate technical information to customers at varying technical skill levels, ensuring understanding and satisfaction with the resolution process
- Provide strategic guidance on the use of Dynamics 365 and Power Platform to achieve business objectives.
3. Change Requests/Small Projects:
- Implementation of CRs in Dynamics 365 and Power Platform from scoping, documentation through to execution and delivery.
- Contribute towards project timeline planning for small projects in the Support practice alongside a project manager to ensure successful project outcomes.
- Collaborate with other consultants, developers, and stakeholders to achieve small project goals.
4. Technical Expertise & Innovation:
- Stay updated with the latest advancements in Dynamics 365 and Power Platform, bringing innovative ideas to the table, either functional or technical.
- Develop reusable components and frameworks to accelerate project delivery and improve solution quality.
- Mentor junior consultants, providing technical guidance and support.
5. Documentation & Compliance:
- Create and maintain comprehensive project documentation, including technical specifications, configuration guides, and user manuals.
- Ensure compliance with industry standards and internal methodologies.
6. Continuous Improvement:
- Identify opportunities for process and solution improvements, and drive initiatives to implement them.
- Participate in internal knowledge-sharing sessions to contribute to the growth and development of the wider support practice.
Skills, Knowledge and Expertise
- Experience: Minimum 5+ years of experience in implementing and/or supporting Microsoft Dynamics 365 and Power Platform solutions. Demonstrated experience of supporting/implementing on-prem D365 solutions.
- Technical Skills: Proficiency in Power Apps, Power Automate and Dynamics 365. Requirement to have achieved Microsoft PL-200 & PL-400.
- Project Management: Demonstrated experience of working on complex projects and/or CRs.
- Client Management: Strong client engagement skills, with the ability to understand client needs and deliver effective solutions.
- Communication: Excellent verbal and written communication skills, with the ability to articulate complex technical concepts to non-technical stakeholders.
- Problem-Solving: Strong analytical and problem-solving skills, with a focus on delivering high-quality solutions.
