Dynamics 365 Customer Service

Job Description

  • Location: Gurugram
  • Designation: Dynamics 365 Customer Service
  • Experience: 5 to 8 Years

Profile Dynamics 365 Customer Service and Field Service IT Consultant – Advanced


Your responsibilities

  • Analysis of the business needs for the various G+D business units and advising them on the definition and implementation of the CRM requirements
  • Detailing, reviewing business requirements and creating epics, features and user stories accordingly
  • Advising business users on best practices for CRM, development or integration processes
  • Quality assurance of the technical and functional design
  • Analysis of individual customer requirements and designing solutions for MS Dynamics 365 Customer Service and Field Service
  • Contribution to the international rollouts of the Dynamics CRM solution to the subsidiaries
  • Taking ownership of the realization of new features or IT demands in collaboration with the development team
  • Global second level support for Dynamics CRM users
  • Ensuring the ongoing operation in the area Dynamics CRM



  • Degree in computer science, economics or comparable
  • 5+ years of professional experience with MS Dynamics 365 CRM
  • Several years of experience in consulting and implementation of solutions based on MS Dynamics 365 Customer Service and Field Service
  • Very good knowledge of creating functional and technical concepts 
  • Strong understanding of customer service and field service processes and out-of-the-box features available in MS Dynamics 365 CRM
  • Very good understanding of and ability to configure security groups, roles and teams
  • Strong knowledge of building and configuring CRM forms, views, dashboards and flows
  • Very good Power Platform knowledge – Model driven apps, power automate, Power pages, Power BI
  • Project experience in service processes and their digitization
  • Basic technical knowledge in the Dynamics customizations, JavaScript, C#, .NET, HTML, including plugins, scripting and form creation would be a plus
  • Knowledge and experience with integrating Dynamics with SAP ERP would be a plus
  • Comfortable with using DevOps as backlog and sprint management tool
  • Knowledge about configuration of DevOps CI/CD pipelines would be a plus
  • Very good analytical and communication skills
  • Very good written and spoken English skills
  • Team spirit and an efficient and solution-oriented way of working

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