Senior Consultant, Client Care (D365 FSCM)

Position Title: Senior Consultant, Client Care (D365 FSCM)
Location: United States/Canada
Team: Client Care
Reports To: TBD
Management Of: Manager, Client Support Services

Position Overview

Provide senior-level support to Arbela’s D365 Finance and Supply Chain management (D365FSCM) clients, as well as act as a project manager for clients in Client Care.  The Senior Consultant, Client Care is responsible for supporting clients from the initial intake of a reported issue, providing functional support, and supporting the client through to issue resolution and reporting.

Key Responsibilities​
  1. Troubleshoot and resolve support cases at the senior consultant level
  2. Ensure communication, progression, and resolution of open support tickets, escalating within Arbela or with client as required
  3. Understand requirements for enhancement requests, author related Functional Design Documents, collaborate with technical resources for development work, and coordinate with client through to deployment
  4. Possess adequate knowledge of technical issues to be able to triage appropriately and understand resource requirements
  5. Act as Project Manager for Client Care clients, including routine status meetings with client team
  6. Oversee and coordinate Microsoft version updates for D365FSCM
  7. Send weekly/monthly PowerBI (PBI) reports for hours consumed to the client
  8. Prepare client status reports for Director, Client Care
  9. Set up Work Breakdown Structures (WBS) for projects, review and approve timesheets
  10. Assist with implementation project work as required
  11. Assist with monitoring the support queue and adhering to contracted SLAs
Required Qualifications, Experience & Skills 
  • Three (3) + years of experience in D365 FSCM implementation and support
  • Strong understanding and knowledge of Production execution (Production, T&L), Planning (Master Planning) and Advanced Warehousing areas
  • Proven industry knowledge
  • Bachelor’s Degree in Information Systems Management, Computer Science, or related field
  • Proven ability to work with, and contribute to, a virtual team of functional/technical consultants working from different locations (including offshore)
  • Possess adequate knowledge of technical issues to be able to triage appropriately and understand resource requirements
  • Strong interpersonal and communication skills
  • Highly motivated, self-starter with the ability to take ownership of tasks and activities and drive them to completion
  • Effective multitasker who can work on a variety of tasks at the same time
Additional Qualifications & Skills
  • Demonstrated ability to work in a constantly changing environment with limited direction
  • Ability to ‘get things done’ across the breadth of own organization
  • Experience working with a multicultural and/or multilingual team across several time zones
  • Strong functional knowledge of D365 FSCM and related applications
  • Working knowledge of Power Platform and Power BI is a plus

To apply, please email your cover letter and resume to