L3 Consultant Support (Techno/Functional)
Department: D365 Support
Employment Type: Full Time
Location: Dublin
Description
We have an opening for Level 3 Consultant in our Business Applications Support Practice. This position is that of technical escalation for our Support Squads as well as being responsible for delivering CRs/small projects for our customers.
Key Responsibilities
1. Technical Escalation:
o Serve as a high-level technical/functional resource for issues escalated from our Level 2 Consultants.
o Diagnose, troubleshoot, and resolve complex incidents in a timely manner, providing clear and accurate information to customers and stakeholders.
o Act as an escalation point for critical customer incidents, managing the resolution process from start to finish including completion of RCA reports.
2. Client Engagement:
o Act as the main point of contact for high-profile or time-sensitive escalations, providing timely updates and managing expectations with our customers.
o Communicate technical information to customers at varying technical skill levels, ensuring understanding and satisfaction with the resolution process.
o Provide strategic guidance on the use of Dynamics 365 and Power Platform to achieve business objectives.
3. Change Requests/Small Projects:
o Implementation of CRs in Dynamics 365 and Power Platform from scoping, documentation through to execution and delivery.
o Contribute towards project timeline planning for small projects in the Support practice alongside a project manager to ensure successful project outcomes.
o Collaborate with other consultants, developers, and stakeholders to achieve small project goals.
4. Technical Expertise & Innovation:
o Stay updated with the latest advancements in Dynamics 365 and Power Platform, bringing innovative ideas to the table, either functional or technical.
o Develop reusable components and frameworks to accelerate project delivery and improve solution quality.
o Mentor junior consultants, providing technical guidance and support.
5. Documentation & Compliance:
o Create and maintain comprehensive project documentation, including technical specifications, configuration guides, and user manuals.
o Ensure compliance with industry standards and internal methodologies.
6. Continuous Improvement:
o Identify opportunities for process and solution improvements, and drive initiatives to implement them.
o Participate in internal knowledge-sharing sessions to contribute to the growth and development of the wider support practice.
Skills, Knowledge and Expertise
* Experience: Minimum 5+ years of experience in implementing and/or supporting Microsoft Dynamics 365 and Power Platform solutions. Demonstrated experience of supporting/implementing on-prem D365 solutions.
* Technical Skills: Proficiency in Power Apps, Power Automate, and Dynamics 365. Requirement to have achieved Microsoft PL-200 & PL-400.
* Project Management: Demonstrated experience of working on complex projects and/or CRs.
* Client Management: Strong client engagement skills, with the ability to understand client needs and deliver effective solutions.
* Communication: Excellent verbal and written communication skills, with the ability to articulate complex technical concepts to non-technical stakeholders.
* Problem-Solving: Strong analytical and problem-solving skills, with a focus on delivering high-quality solutions.
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