Job Summary
The Client Services Consultant – D365 Finance role provides functional application consulting services for Microsoft Dynamics 365 (D365) ERP Clients in implementation 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 general how to questions. This role will also participate in providing other consulting services such as release management tasks, software quality assurance, enhancements, training, etc. In addition, the consultant will be part of a project team member during new and existing implementations and engaged in the configuration, testing, and training of D365. This role must deliver excellent Client service and have strong Client relationship skills.
Essential Functions
- Resolve D365 support requests by providing superior help desk 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 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 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 high utilization percentage and achieves high Client satisfaction
- 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.).
- Assist with end user training for Clients in one-on-one, webinar, and classroom style settings
- Participate in onboarding process ensuring a smooth transition from implementation to support
- Proactively work to improve existing Support procedures, processes, and tools
- Other duties as assigned
Qualifications
- Bachelor’s degree in Accounting, Business, Computer Science, or related field preferred, or equivalent experience
- Minimum of 3 years experience with Microsoft Dynamics 365 Finance and Operations or combined education and experience.
- Minimum of 3 years of industry, technical or application experience
- Demonstrated strong understanding of business processes, with a focus on accounting
- Experience with phone contact handling and active listening
- Valid driver’s license and insurance
- Applicants subject to government security investigations and tribal gaming investigations and must meet eligibility requirements related to the clearance process
Working Environment
The majority of work will be performed from home office, however there may be times work is performed in a professional office setting with a wide variety of people with differing functions, personalities, and abilities. 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.