Senior Functional Consultant – Dynamics 365 Customer Service

Responsibilities

• Own and optimize end-to-end customer service processes within the core platform.
• Translate business requirements into standard functionality to minimize custom development and promote best practices.
• Design workflows for case management, service contracts, SLAs, interventions, and invoicing.
• Lead functional workshops and requirements gathering sessions with international stakeholders.
• Collaborate with solution architects and technical teams to ensure solutions align with global business processes.
• Identify process gaps and drive harmonization across different markets.
• Support testing, deployment, and change management activities during global rollouts.

Requirements

• You have 4+ years of functional consultancy experience focusing on Dynamics 365 Customer Service.
• You possess deep expertise in configuring the standard Dynamics 365 service module and Power Platform.
• You bring strong experience in process mapping and optimization within manufacturing or industrial service environments.
• You possess a solid understanding of case management, service operations, and end-to-end service lifecycles.
• You have experience translating complex business requirements into practical Dynamics 365 solutions.
• You're able to demonstrate strong stakeholder management and workshop facilitation skills.
• You're proactive and confident in challenging legacy approaches to drive process standardization.
• You are fluent in English.

Nice to Haves

• Prior experience with Salesforce Service Cloud, ServiceNow CSM, or Zendesk.
• Previous involvement in large-scale global business transformation initiatives.