Microsoft Dynamics 365 Functional Specialist

About the role:
Uniphar are embarking on an ambitious, multi-year transformation program and are seeking a Dynamics 365 CE Functional Specialist to support our teams across our transformation initiatives. We are seeking an experienced and dynamic Specialist to join our team, to be the functional lead / subject matter expert on the Dynamics 365 Customer Service module. The ideal candidate will possess a strong background in Dynamics 365 Customer Service.  The Dynamics Functional Specialist will play a crucial role in supporting & enhancing our existing solutions, while also building out greenfield Dynamics 365 Customer Service solutions as we continue to grow and innovate. 

Key Responsibilities:

Functional Experience:

• Experience of Dynamics 365 Customer Service business application, specifically in Customer Service environments.
• Experience of standard Customer Service business processes (i.e. customer validation, Service-Level Agreements etc.)
• Omni-channel experience

Dynamics CRM Experience:

• Configuration of Tables, Views and Forms to support the Customer Services processes
• Configuration of Business Process Flows within the context of CRM
• Configuration of Security Roles
• Configuration of Workflows and Power Automate Flows
• Any experience of Canvas Apps would be an advantage
• Maintain up-to-date skills on new features

Project Responsibilities: 

• Support the analysis team in engagement with the business
• Be the subject matter expert (SME) for the Dynamics 365 Customer Service business application
• Working within the guidelines and to the objectives defined by any project or program currently running. 
• Working within an Agile sprint structure
• Report task updates and status reports to any relevant project streams. 
• Prioritize work items and tasks based on project or program guidance.

Key Skills, Experiences & Competencies

• 5+ years’ experience in Dynamics 365 configuration & continuous improvements to support business process requirements
• Knowledge & experience working in a Managed D365 environment
• Experience of Customer Services function in an organisation and challenges / goals
• Strong knowledge of Dynamics 365 Customer Service & Power Platform
• Excellent interpersonal and communication skills.
• Ability to collaborate effectively with cross-functional teams.
• Familiarity with project management methodologies and tools.