Senior Consultant, D365 CE, Client Care

Position Title: Senior Consultant, D365 CE, Client Care 
Location: United States/Canada
Team: Client Care
Reports to: N/A
Reporting to position: Manager, Client Care


Position Overview

Providing senior-level support to Arbela’s D365 Customer Engagement (CE) customers, as well as acting as the project manager for CE customers in Client Care. The Senior Consultant, D365 CE will be responsible for supporting customers from the initial intake of a reported issue, providing functional support, and supporting the customer to issue resolution and reporting thereof. In which, including consumption reporting and open issue reporting for customers on both time and materials and pre-paid support agreements. 

Required Qualifications, Experience & Skills
  • Three (3)+ years of experience in CE implementation and support
  • Bachelor’s Degree in Information Systems Management, Computer Science, or related field
  • Proven ability to organize a virtual team of functional/technical consultants working from different locations (including offshore) around project delivery goals
  • 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
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
  • Familiar with Agile implementation methodology
  • Experience working with a multicultural and/or multilingual team across several time zones
  • Strong functional knowledge of CE Sales, Service, FS
  • High level technical knowledge of CE Sales, Service, FS
  • Working knowledge of PBI is a plus
Key Responsibilities

Key responsibilities are:

  1. Troubleshoot and resolve most support cases at the functional consultant level
  2. Ensure 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
  6. Send weekly/monthly Power BI (PBI) reports for hours consumed to the client
  7. Prepare monthly/quarterly client status reports for Director, Client Care
  8. Set up Work Breakdown Structures (WBS) for projects, review and approve time sheets
  9. Maintain and improve Arbela customer care team’s knowledge base
  10. Assist with implementation project work as required

To apply, please email your cover letter and resume to