Microsoft Dynamics 365 CRM Functional - BA - Case Mgmt

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Microsoft Dynamics 365 CRM Functional Consultant - Business Analysis - Customer Facing - Config - Testing - Documentation - Case and Knowledge Management - Stakeholder Management - Agile

I am working with the World's leading semiconductor IP Company and they are seeking a Customer Facing, MS Dynamics 365 BA/Functional Consultant to help shape and drive key strategic opportunities.

The successful candidate will plan and lead the discovery of requirements and scope definition, together with implementation and deployment activities. Candidates must be proficient in areas of Microsoft Dynamics CRM application including configuration, testing, documentation and best practice with a particular emphasis on customer service including case and knowledge management.

This will also involve building and managing relationships with internal business stakeholders, as well as customising and configuring Dynamics CRM & 365.

Key Responsibilities:

* Business requirements and writing user stories, functional design, process design (including scenario design, flow mapping), testing, training and defining support procedures.

* Translating customer requirements into implementation plans.

* Documenting business processes and capabilities.

* Troubleshooting, analysing and where possible resolving issues

* Configure and customise Microsoft Dynamics 365 in line with customer requirements.

* Liaising with Microsoft technical support on issues within the product that are impacting customer solutions.

* User Acceptance Testing phase.

* Present solution demonstrations showing Microsoft Dynamics 365.

* Communicating Microsoft Dynamics CRM capabilities and limitations to customers.

Key Skills and Experience:

* Extensive experience as a Business Analyst or Functional Consultant.

* Extensive hands-on knowledge and functional experience working directly with Microsoft Dynamics 2016-365, ideally Microsoft Certified.

* Experience of implementing Dynamics in a technical support or customer service environment would be an advantage.

* You will require an ability to understand customer requirements and translate them into technical reality.

* Strong communication and stakeholder management skills with the ability to build relationships and manage clients whilst gathering requirements and liaising with various departments.

* Strong Implementation background - worked on an implementation with at least 200 users.

* Experience of working with Agile methodologies and self-managing teams.

* Working experience of Jira is essential.

* Ability to customize Dynamics CRM including creation of entities, relationships, views, forms, charts, dashboards, security roles etc.

* Expertise in full life cycle Microsoft Dynamics 365 CRM projects.