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Hollister Incorporated is a global medical device company with a 100+ year history deeply rooted in Our Mission of making life more rewarding and dignified for those who use our products and services. Working here means having every opportunity to achieve your goals – and to help others achieve theirs, too.
A pioneer in advancing Ostomy Care, Continence Care, and Critical Care, with solutions that serve our loyal end-users with integrity, we are proud to deliver a global impact: thousands of Associates in more than twenty countries manufacturing products on three continents and serving customers in eighty countries. As good stewards, we are progressing the company into the next hundred years with a spirit of innovation.
We are seeking a Microsoft Dynamics CE Functional Consultant to join our team. The ideal candidate will possess extensive experience in configuring and customizing Dynamics 365 Customer Engagement solution. This role involves working closely with our associates across the business to understand their business processes, identify requirements, and implement effective solutions to enhance operational efficiency.
Key components of the role include:
- Collaboration: You will engage with Associates to gain a deep understanding of the business processes and requirements. This involves actively listening to their needs, asking insightful questions, and observing their current workflows. By doing so, you will ensure that the Dynamics CE solution is tailored to align perfectly with our operational needs. Your goal is to build a strong partnership across the business, fostering open communication and trust, so that the solution you provide not only meets but exceeds expectations.
- Configuration and Customization: You will tailor the Dynamics 365 CE system to meet specific business requirements. This involves a detailed analysis of our unique needs and processes. You will configure the system, customize workflows, and develop custom modules or extensions to ensure the solution fits seamlessly into our operations. Your goal is to optimize the system for enhanced functionality and efficiency, making sure it supports our business objectives and improves our overall productivity. By doing so, you will help leverage the full potential of Dynamics 365 CE, ensuring that the system is not only functional but also a strategic asset that drives business success.
- Expert Guidance You will provide and assist Associates with best practices and tailored recommendations for solution design. By leveraging your deep knowledge of Dynamics 365, you help make informed decisions that maximize the system’s benefits. Your insights will enable departments to optimize configurations, customize features, and integrate solutions effectively, ensuring they achieve their business goals. Staying updated with the latest Dynamics 365 trends ensures your guidance remains current and impactful, empowering clients to fully utilise the platform’s capabilities for enhanced operational efficiency and success.
- System Testing and Training: You will rigorously test the system when a planned change or Microsoft update is applied to ensure the Dynamics CE solution functions seamlessly. Where there is a change in system functionality due to these changes, you will provide documentation and upskill users, equipping them with the necessary skills to operate the system proficiently.
- Issue Resolution: You will apply a proactive problem-solving approach to address issues promptly, preventing disruptions and keeping incidents to a minimum to ensure the system runs smoothly.
- Continuous Learning: In your role, Continuous Learning is essential. Stay updated with the latest features, updates, and best practices in Dynamics 365. By continuously enhancing your knowledge, you improve your ability to address business needs, optimize existing processes, and provide innovative solutions.
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Responsibilities:
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Requirement Gathering
- Conduct detailed interviews and workshops with stakeholders to gather precise business requirements.
- Document and validate requirements, ensuring they align with business goals and objectives.
- Collaborate with associates to gather and comprehend key requirements for Customer Engagement, ensuring alignment with business needs.
Solution Design
- Customize Dynamics 365 CE to meet unique business needs, including creating custom entities, fields, and workflows.
- Develop and maintain solution architecture documents and functional design specifications.
- Showcase the capabilities of D365 solutions by providing demonstrations and relevant examples to accurately determine business requirements.
Business Process Analysis
- Map existing business processes to Dynamics 365 capabilities, identifying opportunities for automation and efficiency improvements.
- Create detailed process flow diagrams and documentation using tools like Microsoft Visio.
- Conduct thorough business process analysis and create detailed process flow diagrams using tools such as Microsoft Visio.
- Perform comprehensive fit and gap analyses utilizing standardized templates to identify areas for improvement.
Testing and Validation
- Develop comprehensive test plans and test cases, covering functional, system, and user acceptance testing (UAT).
- Facilitate UAT sessions with end-users, capturing feedback and ensuring issues are resolved before go-live.
- Conduct and support solution testing, building test cases, and assisting with functional, system, and user acceptance testing.
Training and Support
- Create training materials and conduct training sessions for end-users, ensuring they can effectively use the Dynamics 365 solution.
- Provide ongoing support and troubleshooting assistance post-implementation, addressing any issues or enhancement requests.
- Provide training and support to end-users and key stakeholders to ensure they can effectively use the Dynamics 365 solution.
Project Management
- Develop detailed project plans, including timelines, milestones, and resource allocation.
- Monitor project progress, manage risks, and ensure projects are delivered on time and within budget.
- Formulate project plans, estimate task durations, and manage project tasks to ensure timely and budget-conscious completion. Maintain a repository of project-related content.
Documentation
- Maintain comprehensive documentation, including functional specifications, configuration guides, and user manuals.
- Ensure documentation is up-to-date and accessible to stakeholders and project teams.
- Develop functional requirements documents and present them to stakeholders, business leads, and subject matter experts for approval and sign-off.
Continuous Improvement
- Monitor system performance and user feedback to identify areas for improvement.
- Implement enhancements and updates to the Dynamics 365 solution, ensuring it continues to meet evolving business needs.
- Provide crucial input during the design phase, implementing improvements to enhance system functionality and user satisfaction.
Expert Advice
- Offer expert advice on intricate D365 business cases and propose tailored solutions leveraging D365, third-party applications, and customizations.
- Exhibit a high level of proficiency and a proven track record as a Microsoft Dynamics 365 Functional Consultant in roles requiring direct interaction with clients.
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Essential Functions of the Role**:
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- Strong written, oral communication, and influencing skills with the ability to effectively interact with multiple levels of management and diverse personality types.
- Contributing to a positive working environment by building relationships with team members;
- Proactively seeking guidance, clarification and feedback
- Providing guidance, clarification and feedback to less-experienced staff.
- Strong people skills including facilitation, coaching and conflict resolution with the ability to motivate employees to elevated levels of performance.
- Able to work independently; manage change and adapt approach in an evolving situation.
- Team-player with the ability to work within a collaborative environment assuming the voice of diligence and influencing without authority.
- Ability to collaborate with multiple Agile teams concurrently.
- Ability to collaborate with global cross-functional teams and stakeholders.
- Strong problem solving and analytical skills.
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Work Experience Requirements
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- Number of Overall Years Necessary: 5-8
- 5+ years of hands-on experience configuring and customizing Dynamics 365 Customer Engagement solutions.
- Deep understanding of the technical aspects of Dynamics 365 CE.
- In-depth knowledge of Customer Engagement processes.
- Strong experience in collaborating with diverse teams to understand business needs and provide tailored solutions.
- Proven track record of successful project implementations.
- Experience in software development environments
- Proven record of implementing Agile techniques in large corporate settings, and various work cultures and environments.
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Education Requirements
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- BS/BA Computer Science or equivalent related field of study
- Microsoft Certified: Dynamics 365 Customer Service Consultant Associate
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Specialized Skills/Technical Knowledge:
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- A deep technical knowledge of Dynamics CE Customer Service features such as Contact Centre, Collaboration, Knowledge management, Microsoft Copilot in Customer Service
- A strong applied knowledge of customer service, including in-depth understanding of cases, knowledge management, queues, service scheduling, service-level agreements (SLAs), Microsoft Copilot Studio, Customer Service applications, Customer Voice, basic and unified routing, and Contact Center.
- Working knowledge of Azure DevOps to deliver business requirements
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