L3 Consultant Support (Techno/Functional)
Department: D365 Support
Employment Type: Full Time
Location: Belfast
Description
We have an opening for Level 3 Consultant in our Business Applications Support Practice. This position is that of technical escalation for our Support Squads as well as being responsible for delivering CRs/small projects for our customers.
Key Responsibilities
* Technical Escalation — Serve as a high-level technical/functional resource for issues escalated from Level 2 Consultants. Diagnose, troubleshoot, and resolve complex incidents in a timely manner, providing clear and accurate information to customers and stakeholders. Act as an escalation point for critical customer incidents, managing the resolution process from start to finish including completion of RCA reports.
* Client Engagement — Act as the main point of contact for high-profile or time sensitive escalations, providing timely updates and managing expectations with our customers. Communicate technical information to customers at varying technical skill levels, ensuring understanding and satisfaction with the resolution process. Provide strategic guidance on the use of Dynamics 365 and Power Platform to achieve business objectives.
* Change Requests/Small Projects — Implementation of CRs in Dynamics 365 and Power Platform from scoping, documentation through to execution and delivery. Contribute towards project timeline planning for small projects in the Support practice alongside a project manager to ensure successful project outcomes. Collaborate with other consultants, developers, and stakeholders to achieve small project goals.
* Technical Expertise & Innovation — Stay updated with the latest advancements in Dynamics 365 and Power Platform, bringing innovative ideas to the table, either functional or technical. Develop reusable components and frameworks to accelerate project delivery and improve solution quality. Mentor junior consultants, providing technical guidance and support.
* Documentation & Compliance — Create and maintain comprehensive project documentation, including technical specifications, configuration guides, and user manuals. Ensure compliance with industry standards and internal methodologies.
* Continuous Improvement — Identify opportunities for process and solution improvements, and drive initiatives to implement them. Participate in internal knowledge-sharing sessions to contribute to the growth and development of the wider support practice.
Skills, Knowledge and Expertise
* Experience: Minimum 5+ years of experience in implementing and/or supporting Microsoft Dynamics 365 and Power Platform solutions. Demonstrated experience of supporting/implementing on-prem D365 solutions.
* Technical Skills: Proficiency in Power Apps, Power Automate and Dynamics 365. Requirement to have achieved Microsoft PL-200 & PL-400.
* Project Management: Demonstrated experience of working on complex projects and/or CRs.
* Client Management: Strong client engagement skills, with the ability to understand client needs and deliver effective solutions.
* Communication: Excellent verbal and written communication skills, with the ability to articulate complex technical concepts to non-technical stakeholders.
* Problem-Solving: Strong analytical and problem-solving skills, with a focus on delivering high-quality solutions.
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