Job Information
Arctic Information Technology Client Services Consultant D365 F&SCM - 2887 in Seattle, Washington
Overview:
JOB SUMMARY:The Client Services Consultant, Microsoft Dynamics 365 Finance & Supply Chain Management (F&SCM), provides functional consulting and application support services for clients in post go-live environments. This role resolves support requests, supports quarterly enhancements and release activities, configures and tests solutions, develops training materials, and guides clients through business processes and system questions within assigned scope. The Client Services Consultant delivers responsive, high-quality client service, works closely with project and support team members, and helps ensure clients realize ongoing value from Dynamics 365 F&SCM.
Responsibilities:
ESSENTIAL FUNCTIONS:
Client Support and Ticket Management
- Resolve Dynamics 365 F&SCM support requests with strong quality,timelyfollow through, anda high levelof client satisfaction.
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``` - Manage assigned support tickets by documenting notes, activities, communications, and resolution details in the internal ticketing system.
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``` - Monitor support queues and move issues through the support process efficiently, escalating whenappropriate tosupport faster resolution.
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``` - Support functional setup and troubleshooting across configurations, data, business processes, and general how-to questions within assigned modules.
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``` - Deliver support services included in lifecycle services contracts, including help desk support, issue analysis, status reporting, and recurring advisory support.
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``` - Advise clients onenvironmentmanagement and licensing requirements.
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``` - Meet applicable service level expectations and communicate proactively with clients on progress, blockers, and next steps.
Configurationand Enhancements
- Assistwith onboarding activities that create a smooth transition from implementation to support.
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``` - Manage enhancement request scopeby understanding client needs, writing technical Functional Design Documentsand/or workflow documentation,and working of estimated Level of Effort with input from developers and delivery management.
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``` - Deliver scoped enhancement work for existing clients, including requirements gathering, configuration, testing, training, and validation of changes within assigned modules.
Testing, Training, and Client Enablement
- Contribute to release managementandregression testing to maintain solution quality and continuity for clients.
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``` - Develop end user training materials and deliver trainingto clientsbased on need and contractual requirements.
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``` - Help clients understand system capabilities, process impacts, and recommended approaches for day-to-day use of Dynamics 365 F&SCM.
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``` - Partner with internal team members and clients to validate resolutions, confirm expected outcomes, and support adoption.
ClientRelationshipand Internal Contribution
- Deliver exceptional client service and build strong working relationships through responsiveness, professionalism, and clear communication.
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``` - Use internal knowledge, team collaboration, community resources, and external forums to support issue resolution and continuous learning.
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``` - Proactivelyidentifyopportunities to improve support procedures, tools, and repeatable service delivery practices.
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``` - Support Senior ClientServicesConsultants and other delivery leaders with various duties.
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