L3 Consultant Support

3 days ago

Dublin, Dublin City, Ireland Codec Azure Full time
L3 Consultant Support (Techno/Functional)

Department: D365 Support

Employment Type: Full Time

Location: Dublin

Description

We have an opening for Level 3 Consultant in our Business Applications Support Practice. This position is that of technical escalation for our Support Squads as well as being responsible for delivering CRs/small projects for our customers.

Key Responsibilities

1. Technical Escalation:

- Serve as a high-level technical/functional resource for issues escalated from our Level 2 Consultants.

- Diagnose, troubleshoot, and resolve complex incidents in a timely manner, providing clear and accurate information to customers and stakeholders.

- Act as an escalation point for critical customer incidents, managing the resolution process from start to finish including completion of RCA reports.

2. Client Engagement:

- Act as the main point of contact for high-profile or time-sensitive escalations, providing timely updates and managing expectations with our customers.

- Communicate technical information to customers at varying technical skill levels, ensuring understanding and satisfaction with the resolution process.

- Provide strategic guidance on the use of Dynamics 365 and Power Platform to achieve business objectives.

3. Change Requests/Small Projects:

- Implementation of CRs in Dynamics 365 and Power Platform from scoping, documentation through to execution and delivery.

- Contribute towards project timeline planning for small projects in the Support practice alongside a project manager to ensure successful project outcomes.

- Collaborate with other consultants, developers, and stakeholders to achieve small project goals.

4. Technical Expertise & Innovation:

- Stay updated with the latest advancements in Dynamics 365 and Power Platform, bringing innovative ideas to the table, either functional or technical.

- Develop reusable components and frameworks to accelerate project delivery and improve solution quality.

- Mentor junior consultants, providing technical guidance and support.

5. Documentation & Compliance:

- Create and maintain comprehensive project documentation, including technical specifications, configuration guides, and user manuals.

- Ensure compliance with industry standards and internal methodologies.

6. Continuous Improvement:

- Identify opportunities for process and solution improvements, and drive initiatives to implement them.

- Participate in internal knowledge-sharing sessions to contribute to the growth and development of the wider support practice.

Skills, Knowledge and Expertise

- Experience: Minimum 5+ years of experience in implementing and/or supporting Microsoft Dynamics 365 and Power Platform solutions. Demonstrated experience of supporting/implementing on-prem D365 solutions.
- Technical Skills: Proficiency in Power Apps, Power Automate, and Dynamics 365. Requirement to have achieved Microsoft PL-200 & PL-400.
- Project Management: Demonstrated experience of working on complex projects and/or CRs.
- Client Management: Strong client engagement skills, with the ability to understand client needs and deliver effective solutions.
- Communication: Excellent verbal and written communication skills, with the ability to articulate complex technical concepts to non-technical stakeholders.
- Problem-Solving: Strong analytical and problem-solving skills, with a focus on delivering high-quality solutions.

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