Dynamics 365 Customer Service

Your responsibilities

• Analysis of the business needs for the various G+D business units and advising them on the definition and implementation of the CRM requirements
• Detailing, reviewing business requirements and creating epics, features and user stories accordingly
• Advising business users on best practices for CRM, development or integration processes
• Quality assurance of the technical and functional design
• Analysis of individual customer requirements and designing solutions for MS Dynamics 365 Customer Service and Field Service
• Contribution to the international rollouts of the Dynamics CRM solution to the subsidiaries
• Taking ownership of the realization of new features or IT demands in collaboration with the development team
• Global second level support for Dynamics CRM users
• Ensuring the ongoing operation in the area Dynamics CRM

Profile

• Degree in computer science, economics or comparable
• 5+ years of professional experience with MS Dynamics 365 CRM
• Several years of experience in consulting and implementation of solutions based on MS Dynamics 365 Customer Service and Field Service
• Very good knowledge of creating functional and technical concepts
• Strong understanding of customer service and field service processes and out-of-the-box features available in MS Dynamics 365 CRM
• Very good understanding of and ability to configure security groups, roles and teams
• Strong knowledge of building and configuring CRM forms, views, dashboards and flows
• Very good Power Platform knowledge Model driven apps, power automate, Power pages, Power BI
• Project experience in service processes and their digitization
• Basic technical knowledge in the Dynamics customizations, JavaScript, C#, .NET, HTML, including plugins, scripting and form creation would be a plus
• Knowledge and experience with integrating Dynamics with SAP ERP would be a plus
• Comfortable with using DevOps as backlog and sprint management tool
• Knowledge about configuration of DevOps CI/CD pipelines would be a plus
• Very good analytical and communication skills
• Very good written and spoken English skills
• Team spirit and an efficient and solution-oriented way of working