Lead Customer Service Specialist

HCL Technologies' Microsoft Business Applications Practice (MBAP) is seeking a Microsoft D365 CE (Field Service) Lead Consultant to join their award-winning and growing team. The Microsoft D365 CE Lead Consultant will work with the client business users to gather requirements and with HCL’s Microsoft CE team of Architects, Consultants, Developers, and Testers for the solution delivery. The ideal candidate will have solid experience gained working on Microsoft Dynamics CE implementation projects and will have good knowledge of implementation lifecycles from end-to-end. Design and configure D365 CRM/CE and Field Service solutions to meet client needs. to deliver accelerators and enhance methodology and tooling around the delivery of CE projects, to deliver efficiencies, repeatability or create strategic differentiation to other implementation partners Analyse client requirements and objectives to determine how software can best meet clients’ requirement and objectives Participate in handling System Acceptance Testing, System Integration Testing, End User Training, UAT, Cutover and Go Live# Create detailed project scope documents for the customer, which includes both estimates for the tasks that will be completed and the project schedule in Microsoft Project Interact with project and programme managers to manage, report and mitigate risks and issues Work with the Education Team to deliver and create super users and end users training, as needed Advise customers on best practices for CRM processes and user interface components Domain skills and experience in one of the following industries is an advantage – Financial Services, Public Sector/Government, Housing, Education, and Healthcare Expert knowledge of Field Service

• Ability to balance short-term demands while maintaining the long-term vision needed to guide a customer through the implementation process
• Ability to lead functional teams within multiple projects with both onshore and offshore resources
• Industry leading breadth knowledge of subject area and have demonstrated analysis and communication skills connecting technology and business problems
• Experience in at least 4 of the following modules, Sales, Service, Marketing, Social Engagement, USD, PSA, Field Service, CRM Gamification, and/or MS Portals
• Ability to work with junior team members both in a project and practice context
• Expected to be flexible with time and capable of working in a process-oriented environment
• Extensive professional experience within an IT consultancy environment
• Extensive hands-on experience as either a CE functional lead and/or CE senior functional consultant
• Experience across multiple end-to-end full life cycle implementations of Dynamics 365
• Experience with SharePoint integration with CE
• Exposure to Azure DevOps or other similar enterprise planning and delivery tools
• Excellent client facing skills e.g. verbal, client demonstrations, deliver training at all levels of within an organization
• Advanced use of Microsoft Project, Excel, Word, Azure DevOps, SharePoint, and Visio
• Ability to work on Agile/Waterfall project delivery
• Excellent understanding of Microsoft Flow, PowerApps, CDM, and PowerBI
• Applicants receive consideration for employment regardless of their race, colour, creed, religion, national origin, sex, sexual orientation, disability, age, marital status, or status with regard to public assistance.