D365 CRM Functional Consultant

• 3+ years of experience working with Microsoft Dynamics 365, including the Voice of Customer (VoC) module
• Experience in gathering business requirements and translating them into technical documentation and backlog items
• Skills in ticket triage, prioritization and escalation management
• Background in customer feedback mechanisms, including Surveys, Focus Groups and Direct Customer interactions
• Understanding of compliance and technical documentation maintenance
• Capability to communicate effectively with both Business and IT stakeholders
• Familiarity with Utility sector operations (Water and Electricity distribution) is a plus
• Proficiency in providing minor customization, configuration and application support within D365 CRM
• English proficiency at B2 level or higher

• Serve as the first point of escalation from IT Service Desk
• Triage, prioritize and assign tickets
• Gather requirements from business stakeholders and document them in the Backlog and Business Requirement documentation
• Maintain compliance and technical documentation
• Communicate status and risks to the client's IT and Business stakeholders
• Provide strategic guidance for the VoC roadmap
• Perform minor customization, configuration and application support as required
• Lead business stakeholder communications, including clarifications and training

It is important to work in the UTC +4 time zone (8 AM - 6 PM). Service window should be arranged with DM support to overlap with EPAM delivery within the defined service window by engineers working in different time zones.