Role: Senior Functional Consultant
Department: Global Managed Services
You will be part of our Customer Care Team, responsible for solving complex functional incidents and delivering continuous improvement in Dynamics 365 for our International customers.

WHAT ARE YOU GOING TO DO?

You will be responsible as the functional point of contact within the team, working together with the Technical Consultants and the Service Delivery Manager, providing the highest possible level of support and Managed Services for our customers.
You will perform functional tasks, such as Incident Management, Root Cause Analysis & Resolution, work on Request for Change (RFC), feature/module implementation, new release assessment, User Training and Documentation. Besides this, you will play an important role in our Continuous Service Improvement initiative that focusses on delivering and optimizing our services to provide even more quality and value to our customers.
To be a successful consultant, you should demonstrate a customer-centric attitude and strong teamwork skills. You should also possess excellent communication and analytical abilities, be proactive, organized, and results-oriented. Working on incidents can be quite stressful, so you need to be able to handle that also.

RESPONSIBILITIES:

• Deliver high-quality business and software application services to clients.
• The creation of high-quality and sustainable client solutions.
• Meet customer expectations of business knowledge, skills and behavior.
• 2nd and 3rd line functional Incident Management and Incident Escalations (occasionally outside normal business hours for Prio-A incidents).
• Problem Management and Root Cause Analysis / Root Cause Resolution.
• Develop and deliver Design Document documents and work on functional/integrations changes (RFC projects).
• Develop, test, document and deploy changes and improvements.
• Participating in final stages of projects delivery (UAT, Hyper Care), managing project handover to GMS.
• Assessing customer feedback and using your creativity to establish, improve, and refine services.
• Communicate progress updates to relevant parties.
• Participate in pre-sales activities as requested.
• Always represent HSO International professionally and positively.
• Advise customers on industries’ best practices proactively.