Microsoft -CRM Functional -Senior

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

Key Responsibilities:

• Lead the functional design and implementation of D365 CRM solutions, ensuring alignment with business requirements and best practices.
• Collaborate with clients to gather, analyze, and document business requirements, translating them into functional specifications for D365 CRM.
• Conduct workshops and interviews with stakeholders to understand their needs and pain points, facilitating discussions to prioritize requirements.
• Design and configure D365 CRM modules, including Sales, Customer Service, Marketing, and Field Service, to optimize business processes.
• Develop and maintain functional documentation, including business process flows, user stories, and acceptance criteria.
• Provide training and support to end-users, ensuring successful adoption of D365 CRM solutions.
• Collaborate with technical teams to ensure that functional requirements are accurately translated into technical specifications.
• Stay current with the latest D365 CRM features and updates, providing insights and recommendations for continuous improvement.
• Participate in project planning and management activities, ensuring timely delivery of project milestones and objectives.

Qualifications:

• Bachelor’s degree in Business Administration, Information Technology, or a related field.
• Minimum of 5 years of experience in Microsoft Dynamics 365 CRM functional consulting.
• Strong understanding of CRM concepts, data modeling, and business processes across various industries.

Proficiency in D365 CRM modules, including:

• • Sales: Lead and opportunity management, sales forecasting, and pipeline management. + Customer Service: Case management, service level agreements (SLAs), and knowledge management. + Marketing: Campaign management, lead scoring, and customer segmentation. + Field Service: Work order management, resource scheduling, and inventory management.
• Excellent business analysis skills, including requirements gathering, process mapping, and stakeholder management.
• Strong problem-solving skills and the ability to work independently and as part of a team.
• Excellent communication and interpersonal skills, with the ability to build relationships with clients and stakeholders.

Preferred Skills:

• Microsoft Dynamics 365 certifications (e.g., MB-200, MB-210, MB-220).
• Experience with Power Platform (Power Apps, Power BI, Power Automate).
• Familiarity with Agile methodologies and project management practices.
• Understanding of security and compliance requirements in CRM implementations.

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