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.
Requirements
You have 4+ years of functional consultancy experience focusing on Dynamics 365 Customer Service.
You possess deep expertise in configuring the standard Dynamics 365 service module and Power Platform.
You bring strong experience in process mapping and optimization within manufacturing or industrial service environments.
You possess a solid understanding of case management, service operations, and end-to-end service lifecycles.
You have experience translating complex business requirements into practical Dynamics 365 solutions.
You're able to demonstrate strong stakeholder management and workshop facilitation skills.
You're proactive and confident in challenging legacy approaches to drive process standardization.
You are fluent in English.
Nice to Haves
Prior experience with Salesforce Service Cloud, ServiceNow CSM, or Zendesk.
Previous involvement in large-scale global business transformation initiatives.
Offer
Start date: ASAP
Duration: Long-term
Work regime: Full-time
Location: Antwerp
Working model: Hybrid (minimum 3 days per week onsite)
Contract: Open to both permanent employees and freelancers
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