Client Services Consultant – Dynamics 365 CE/Power Platform

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Job Summary

The Client Services Consultant – Dynamics 365 Customer Engagement/Power Platform (CE/PP) role provides functional 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 will also participate in providing other consulting services such as release management tasks, software quality assurance, enhancements, training, etc. This role must deliver excellent Client service and have strong Client relationship skills. In addition, the consultant will be part of a project team during new and existing implementations and engaged in configuration, testing, and training of D365 as needed to back-fill on implementations. This role must deliver excellent Client service and have strong Client relationship skills.

Essential Functions

  • 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. 
  • Provide timely and efficient D365 configuration, testing, and training 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. 
  • 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 
  • 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. 
  • Participate in onboarding process ensuring a smooth transition from implementation to support.  
  • Proactively work to improve existing ArcticAscend Support procedures, processes, and tools. 
  • Support management with various duties.  

Qualifications

  • Bachelor’s degree in Accounting, Business, Computer Science, or related field or equivalent experience. 
  • Minimum of 3 years experience with Microsoft Dynamics 365 (Sales, Customer Service, Field Service, Power Platform) or combined education and experience.  
  • 3+ years of industry and/or consulting experience.  
  • Applicants are subject to background checks, drug testing, and government security investigations and must meet eligibility requirements related to the clearance process. 
  • Valid driver’s license, insurance, and reliable personal vehicle. 

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 in video meetings. Travel is required and varies around 10%.

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.

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.

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