Senior Functional Consultant – Dynamics 365 Customer Service
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Responsibilities
- Own and optimize end-to-end customer service processes within the core platform.
- Translate business requirements into standard functionality to minimize custom development and promote best practices.
- Design workflows for case management, service contracts, SLAs, interventions, and invoicing.
- Lead functional workshops and requirements gathering sessions with international stakeholders.
- Collaborate with solution architects and technical teams to ensure solutions align with global business processes.
- Identify process gaps and drive harmonization across different markets.
- Support testing, deployment, and change management activities during global rollouts.
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