Summary
HCLTech is seeking a Dynamics 365 CRM Functional Consultant in Abu Dhabi. The role provides functional application support, manages incidents and service requests, and maintains CRM processes, configurations, workflows, and user administration. It also coordinates requirements, stakeholder communication, UAT, release validation, and service improvement, and validates data quality and integrations with SAP, Power BI, and Project Server. The posting requests experience with Dynamics 365 Field Service, Sales, and Marketing, business process analysis, and ITIL-based application support.
The posting
As published on hcltech.com. Pulled from the employer's site and shown as they wrote it.
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