Dynamics 365 Field Service Functional Analyst
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You will play a key role in a major Microsoft Dynamics 365 transformation programme for an international machinery manufacturing organisation, helping standardise service operations across 56 legal entities and more than 160 operational locations.
Working closely with service managers, dispatch teams and field engineers, you will shape how Dynamics 365 Field Service supports the full service lifecycle, from initial customer requests through to work-order completion.
This is a hands-on functional role combining business process analysis, solution design and stakeholder engagement, with a particular focus on creating scalable Field Service processes while accommodating local operational requirements.
What You Will Do
- Lead requirements-gathering workshops and translate business needs into functional solutions.
- Design end-to-end work-order management, scheduling and dispatch processes.
- Define resource scheduling requirements, including engineer availability, skills, territories and service-level commitments.
- Improve field engineer workflows through Dynamics 365 Field Service Mobile.
- Align Field Service with Customer Service, particularly case-to-work-order processes.
- Design asset management, equipment hierarchies, warranties, service agreements and preventive maintenance processes.
- Define functional requirements around parts, materials and inventory management.
- Produce process maps, functional designs, user stories and acceptance criteria.
- Support functional testing, UAT, training and phased international deployments.
What You Will Bring
- Strong functional experience with Microsoft Dynamics 365 CE/CRM, particularly Field Service.
- Hands-on knowledge of work orders, resource scheduling, dispatch and field operations.
- Experience with asset management, installed bases, warranties and service agreements.
- Ability to lead workshops and translate operational requirements into functional designs.
- Experience integrating Field Service with Dynamics 365 Customer Service.
- Understanding of parts, materials, inventory and ERP integrations.
- Experience supporting testing, UAT and implementation rollouts.
- Strong communication and stakeholder management skills.
- Background within machinery manufacturing, industrial equipment or aftermarket services.
- Experience with complex equipment hierarchies and preventive maintenance.
- Exposure to international D365 Field Service implementations and global template rollouts.
- Knowledge of Power Platform, Dataverse and Azure integrations.
The Ideal Candidate
You will be a business-focused Dynamics 365 Field Service specialist who understands how service operations work in practice. You will be comfortable engaging with stakeholders, challenging existing processes and designing scalable solutions that connect engineers, assets, work orders and customer service operations.
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