Client Services Application Developer – Dynamics 365 Customer Engagement (CE)

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Job Summary

The Client Services Application Developer role provides technical application consulting services for clients using Microsoft Dynamics 365 (D365) Customer Service, Sales, Field Service, and Power Platform (including Power BI and Power Platform) in implementations as well as post go-live environments.  This work will include full lifecycle services, troubleshooting and resolving reported issues with configurations, data, functional software, business processes, and advanced how to questions. This role will also participate in providing other consulting services such as release management tasks, software quality assurance, solution enhancements, training, etc.  This role will utilize best practices and methodologies to design, customize, integrate, implement and/or upgrade customizations and resolve defects or bugs associated with solutions for clients.  Solution knowledge and expertise includes Microsoft Dynamics 365 solutions as well as other platform tools in use by our clients.  Working as part of team, this position will be expected to accomplish a range of development duties from requirements definition, design/configuration, custom development, unit testing, quality assurance and client support. This role must deliver excellent Client service and have strong Client relationship skills.

Essential Functions

  • Learn, utilize, and promote the Arctic IT’s Development Best Practices and Methodology 
  • Solid technical and functional expertise in CRM solutions (Microsoft Dynamics 365 Customer Engagement (CE)) to effectively design and deliver proposed solutions  
  • Deliver services included in implementation and lifecycle services subscription contracts (e.g., help desk support, training sessions, quarterly enhancements, release management for recurring upgrades, regression testing, status reporting, etc.). 
  • Resolve D365 support requests by providing superior support services as measured by ticket quality, call quality, resolution quality and timing, and overall, Client satisfaction. 
  • Assist with the D365 support queues and ensure tickets are moved through the support process in a timely manner and escalated when appropriate to bring to a quicker resolution. 
  • Translate business processes into platform abilities (e.g. selecting Business Process Activities vs. Workflows vs. Custom Plugin vs. PowerApps) 
  • Develop components of the solution that include application enhancements, system integrations, data conversions and migrations, custom workflows, and custom reports and dashboards  
  • Customize CRM solutions using .NET, C#, JavaScript and other technologies  
  • Produce custom code for major and minor modifications using best practices 
  • Create and modify SQL Server Reporting Services reports using both SQL and FetchXML queries  
  • Perform debugging and testing of all code and assist with any issues related to client deployments  
  • Provide timely and efficient services to Clients during mission critical implementation projects and quarterly enhancements 
  • Responsible for tracking all tickets along with all activities (notes, phone calls, emails) within our internal support ticketing system and constantly keeping these tickets up to date.  
  • Utilize all means of support for issue resolution, including internal and external community forums, search engines, and knowledge sharing with team members, and encourage collaboration amongst peers. 
  • Participate, when asked, in tasks relating to base configuration, data conversion, feature testing, solution testing, and user acceptance testing as well as development support to implementation teams. 
  • Assist with end-user training for Clients in one-on-one, webinar, and classroom-style settings. 
  • Perform services to add feature enhancements for specific support contracts. 
  • Execute all phases of software development to include design and planning, development, unit testing, QA testing, installation, deployment, and support 
  • Contribute to current Arctic IT solutions and customizations to build products to resell to future clients 
  • Working knowledge of Microsoft DevOps to develop and maintain source code and track outstanding items following the AIT development process.  Manage solutions built by the team by merging changes to master source repositories 
  • Perform or assist with system performance enhancement activities as needed 
  • Complete project documentation such as: Customization Specifications (Functional and Technical), Solution Design Documents, and User Acceptance Test Scripts 
  • Participates in client meetings to gather business requirements and work with Solution Architects to design solutions that meet the requirements. 
  • Participate in onboarding process ensuring a smooth transition from implementation to support.  
  • Proactively work to improve existing ArcticAscend Support procedures, processes, and tools. 
  • Deliver exceptional customer service for our support offering.  
  • Ensure our Service Level Agreements (SLAs) constraints are met per our support contracts. 
  • Proactive communication with Clients to strengthen our partnership. 
  • Maintains a high utilization percentage and achieves high Client satisfaction. 
  • Support Solution Architects and Management with various duties 
  • Obtain and maintain Dynamics 365 as well as other applicable Microsoft certifications 

Qualifications

Required: 

  • Bachelor’s Degree in Computer Science or related discipline i.e. Math, Information Technology 
  • At least 3 years of experience developing in Microsoft Dynamics 365 CRM/CE solutions, with a base understanding of the entities and Object Model   
  • Experience using source control repositories such as DevOps 
  • Knowledgeable in Object Oriented Programming, Test Driven Development, and Software Design Patterns 
  • Experience developing and writing code in custom environments (JavaScript, C#, T-SQL, FetchXML) 
  • Experience upgrading solutions for previous versions to newer releases 
  • Experience developing reports with SQL Server Reporting Services 
  • Skills in Microsoft SQL server, including SSRS and SSIS 
  • Skill in planning, organizing, and managing time across multiple tasks  
  • Skill in understanding client CRM needs and providing quality client service  
  • Ability to constructively participate in team meetings and brainstorming sessions  
  • Ability to follow project plans and requirements  
  • Ability to develop within an application development process model creating supporting documentation for work products created 
  • Ability to work in fast paced environment 
  • Valid driver’s license and insurance 
  • Applicants subject to government security investigations and must meet eligibility requirements related to the clearance process 

Preferred:

  • Experience with Microsoft Dynamics 365 ERP Solutions 
  • Experience integrating Dynamics CRM/CE with various integrating products and add-ins to deliver a full solution for the client (KingswaySoft, Scribe) 
  • Experience with Software-as-a-Service environments 
  • Certifications in Dynamics 365 CRM/CE 
  • Experience with Microsoft SharePoint 
  • Experience with Microsoft Power BI 
  • Experience with Microsoft PowerApps 
  • Experience with custom application development  

Working Environment

The majority of work for this role is performed in a home office and interacts with a wide variety of people with differing functions, personalities and abilities. Telecommuters are expected to have sufficient home office space that appears neat, organized and professional when on video meetings. Travel is required and varies around 25%.

Reasonable Accommodation

It is Arctic Information Technology, Inc.’s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

Preference Statement

Arctic Information Technology, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training.

*Hitting the Apply Now button below will take you to the job posting on the Doyon, Limited website. This is our parent company.

Pay Transparency Statement

Arctic Information Technology will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.  However, employees who have access to the compensation information of the other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consent with the contractor’s legal  duty to furnish information.

Arctic Information Technology Inc. is a Federal Contractor and complies with the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA).

Arctic Information Technology, Inc. is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability, veteran status, and other protected characteristics. The EEO is the Law and the poster is available at http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf. For questions on the job posting contact (253) 344-5300.