PRIMARY PURPOSE:
Provide senior-level technical leadership and support to Argano’s customers who are running Microsoft D365 CE and Power platform. The Senior Technical Consultant, Client Services is responsible for providing technical support and training to customers, debugging reported issues, providing technical best practices information to functional resources and support leads, performing performance optimization, managing customer’s releases, code and environments, writing technical documentation and developing enhancements and integrations as per specifications in Functional Design Documentation (FDD).
CRITICAL QUALIFICATIONS AND EXPERIENCE:
- Five (5) + years of experience working in Microsoft Dynamics 365 CE, performing code modifications, debugging, performance optimization, integrations, technical support and best practices
- Experience building, maintaining and troubleshooting Power Automate Flows
- Working knowledge of Power Platform, Azure, Azure Data Factory and other related technologies
- Strong knowledge of LifeCycle Services (LCS), Power Platform Admin Center (PPAC) and Azure DevOps (ADO)
- Solid grasp of migration, integration, D365 line of business application capabilities and CE technical and functional capabilities
- Strong knowledge of dual write and Dynamics 365 integration approaches
- Bachelor’s degree in information systems management, Computer Science, or related experience
- Proven ability to work with, and contribute to, a virtual team of functional/technical consultants working from different locations (onsite or nearshore or offshore)
- Possess adequate knowledge of functional business processes to be able to appropriately estimate development effort and provide approach and best practice guidance to functional client care team members for development and design approaches.
- Strong analytical and problem-solving skills.
- Strong interpersonal and communication skills
- Highly motivated, self-starter with the ability to take ownership of tasks and activities and drive them to completion
- Effective multitasker who can work on a variety of issues at the same time
DESIRABLE QUALIFICATIONS AND EXPERIENCE:
- Demonstrated ability to work in a constantly changing environment with limited direction
- Ability to ‘get things done’ across the breadth of own organization
- Familiar with Agile and waterfall implementation methodology
- Experience working with a multicultural and/or multilingual team across several time zones
- Strong functional knowledge of Microsoft Dynamics 365 CE Sales, Service, Field Service and related applications, including current certifications.
KEY RESPONSIBILITIES:
- Troubleshoot and resolve technical support issues at the senior level within the given SLA’s minimizing the business disruption for Clients.
- Work with support lead and functional consultant to ensure progression and resolution of open support tickets, escalating within Argano or with client as required
- Estimate and develop modifications from customer’s enhancement requests, and coordinate with support lead and client through to deployment
- Possess adequate knowledge of functional business processes to be able to provide best practice and design approach guidance to support lead
- Maintain comprehensive documentation of support cases, resolutions, customizations, facilitating knowledge sharing within the team and with client.
- Keep abreast of the latest D365 updates, patches, and emerging features, and make recommendations for system improvements and enhancements.
- Maintain and improve Argano’s client care team’s knowledge base
- Assist with implementation project work as required
- Mentor junior team members
- Should be open to work in different shifts (time zones) as needed.