Business Analysis, Business Transformation, Case Management, Change Management, Communication Skills, Consulting, Cross-Functional, Customer Relationship Management (CRM), Customer Support/Service, Documentation, Email Management/Administration, Investment Management, Leadership, Microsoft Dynamics, Microsoft Dynamics CRM, Negotiation Skills, Operational Audit, Operations Management, Process Development, Product Demonstration, Product Support, Training/Teaching
Our client is seeking a MS Dynamics 365 Transformation Consultant to assess and optimize highly customized Dynamics 365 solutions while leading documentation, stakeholder management, and transformation initiatives. This role requires deep expertise in CRM configuration, business analysis, and IM operations to address user pain points and drive successful system adoption.
Responsibilities & Qualifications
- Assess and work with highly customized Dynamics 365 solutions, including customer service model-driven apps and case management workflows
- Create process diagrams and document detailed business requirements for transformation initiatives
- Manage stakeholder communications and lead negotiations with the transformation team
- Understand and address IM ops user pain points and operational challenges
- Configure and optimize email-to-case and system-to-case management functionalities
- Conduct user trainings and product demos to support adoption and change management
- Support end-to-end transformation initiatives and system optimization efforts
Requirements
- 8-10 years of professional experience in Microsoft Dynamics 365 CRM implementations and transformations
- Expert-level knowledge of Microsoft Dynamics 365 Customer Service and model-driven apps
- Hands-on experience with email-to-case and system-to-case management configurations
- Strong business analysis skills with proven ability to document requirements and create process diagrams
- Demonstrated expertise in IM ops or investment management operations knowledge
- Excellent stakeholder management and communication skills, with ability to interface across technical and business teams
- Experience leading transformation initiatives and managing cross-functional documentation and delivery