Microsoft Dynamics 365 CE / CRM Consultant or Senior Consultant

Putting people first, every day

BDO is a firm built on a foundation of positive relationships with our people and our clients. Each day, our professionals provide exceptional service, helping clients with advice and insight they can trust. In turn, we offer an award-winning environment that fosters a with a high priority on your personal and professional growth.

Your Opportunity

BDO Digital is looking for a full-time permanent Dynamics CRM / D365 CE Consultant or Senior Consultant to join our Solution Operations team, with the ability to work from anywhere in Canada.

As part of our fast-paced and growing Solution Operations Practice, you would be engaged as a Dynamics CRM / D365 Consultant. The primary focus of this role is to engage with our customers across their various needs spanning from user assistance & training to enhancements in their solution as their business continues to evolve. The role allows for a candidate to develop various aspects of their skill sets including analytical thinking & problem solving, customer engagement & service and innovative thinking to drive continuous improvements.

As part of this role, you will engage with customers to understand their challenges or new requirements and in-take those needs from a business perspective all the way to delivering them to the live environment. The ability to understand & ramp-up on a solution, passion to learn & expand your product footprint and to prioritize would be keys to success in this role. Where applicable, the candidate may also be engaged in delivery projects therefore also providing valuable project-based experience for that candidate.

Key Accountabilities and Responsibilities :

Ownership and accountability for assigned customers’ requests i.e. taking their requests from intake to closure

Leverage knowledge of Dynamics CRM to provide remote client support and consultation regarding technical issues via phone, remote system access and Microsoft Teams information sessions

Troubleshooting issues and reproducing the issues in BDO’s own environment

Utilize effective communication and listening skills with customers and colleagues to troubleshoot technology issues and provide guidance / support

Participate in other projects when needed

Collaborate with other consultants if and where required to take your request or incident to closure.

Efficiently troubleshoot and problem solve reported issues along with providing & executing an appropriate remediation plan

Engage client or project manager where applicable to seek assistance especially in the scenario of customer, budget, scope or timeline concerns

Create / update knowledge base entries, technical specifications or other related documents

Exercise leadership through superior technical and domain knowledge

Proactively find solutions and manage problems

Proactively identify areas for improvement, seek solutions and make recommendations

Remain up to date on development technologies, both current and future

Ability to provide oversight to support activities, ensuring customer needs are met in a timely, professional fashion

Identify next steps, produce actions plans, KPIs and execute on those plans while holding the team accountable through measured performance

Perform various other duties as required

How do we define success for your role?

You demonstrate BDO's core values through all aspect of your work : Integrity, Respect and Collaboration

You understand your client’s industry, challenges, and opportunities; clients describe you as positive, professional, and delivering high quality work

You identify, recommend, and are focused on effective service delivery to your clients

You share in an inclusive and engaging work environment that develops, retains & attracts talent

You actively participate in the adoption of digital tools and strategies to drive an innovative workplace

You grow your expertise through learning and professional development

Your experience and education

Required

2+ years of experience supporting Dynamics CRM, preferably a newer version (Dynamics 365, 2015 and / or 2016)

Experience and comfort level in working with customers remotely by phone and / or video conference

Proficiency with Microsoft Windows and Microsoft Office Suite

Beneficial

Hands-on experience with the product integrations to Business Central or PowerApps is preferred

Experience configuring and / or supporting Microsoft Dynamics CRM / D365 and / or its integration with other systems

Microsoft Dynamics CRM certification

General

Excellent verbal and written communication and interpretive skills - communicating with clients and interpreting their needs will be a daily activity

Strong troubleshooting and problem-solving skills

Ability to multi-task and strong attention to detail with excellent time management skills

Highly organized and able to work well under pressure both from clients and from team members

Flexible and adaptable to change - we implement change for diverse clients on a daily basis

Self-motivated - learning new skills without prompting is expected

Perform as a committed team player. The success on each project depends on the combined efforts of the implementation team.

Self-motivated. Learning new skills without prompting is expected.