Senior Functional Consultant – Dynamics 365 Customer Service
Digital
Analysis
Bachelor
Advanced (5+)
- Location
- Antwerp, Antwerp
- Work type
- Consultancy
- Work model
- Fulltime, Hybrid
Our client, a prominent global leader in the industrial manufacturing sector, is executing a large-scale digital transformation to modernize its service operations on a cloud-based platform. The project requires a dedicated expert to drive the standardization of global service processes while ensuring alignment between business needs and technical capabilities.
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
Thank you for your interest. Unfortunately, job applications are not available in your region. To ensure a high-quality match for our clients and streamline the application process, we have certain regional limitations in place. We value all potential candidates and encourage you to explore opportunities with us in the future.
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