Technical Lead

HCL Technologies Limited Abu Dhabi; Abu Dhabi; On-site; AED 320,000 - 420,000; Full time

Job summary

SAPSF in Abu Dhabi is seeking a Dynamics 365 CRM Functional Consultant to serve as the primary business-facing contact for ASM activities. You will provide functional support for incidents, requests, and daily CRM issues, and coordinate with offshore teams to resolve them promptly.

Responsibilities include configuring CRM processes, governance, UAT, and deployment validation. You will ensure data quality and integration with SAP, Power BI, and Project Server, driving adoption and value

Qualifications

• Experience delivering Dynamics 365 CRM ASM (Application Support & Maintenance).
• Ability to analyze incidents, service requests and operational issues.
• Proven skills coordinating UAT, releases, and production deployments.

Responsibilities

• Act as primary business-facing contact for Dynamics 365 CRM ASM activities.
• Provide functional support for incidents, service requests, and operational issues.
• Perform impact assessment, issue analysis, and coordination with offshore teams.
• Support CRM business processes, configurations, forms, views, dashboards, and user administration.
• Manage stakeholder communication, escalation, and SLA adherence.
• Conduct requirement clarification sessions and support minor enhancements.
• Coordinate UAT, release validation, and production deployment verification.
• Validate end-to-end processes and data quality across SAP, Power BI, Project Server, and integrations.
• Participate in governance, RCA discussions, and continuous service improvement.
• Maintain documentation and knowledge articles for continuity and knowledge management.
• Drive user adoption and business engagement to maximize CRM value.

Skills

Dynamics 365 CRM

Business Process Analysis

Incident & Change Management

UAT Coordination

Stakeholder Management

ITIL-based Support

Tools

SAP

Power BI

Project Server

Job description

Career Opportunities: Technical Lead (171450)

Requisition ID171450-Posted09/28/2026

• Act as the primary business-facing contact for all Dynamics 365 CRM Application Support and Maintenance (ASM) activities.
• Provide functional support for incidents, service requests, problem management, and day-to-day CRM operational issues.
• Perform business impact assessment, issue analysis, functional troubleshooting, and coordination with offshore technical teams for timely resolution.
• Support and maintain CRM business processes, configurations, workflows, business rules, forms, views, dashboards, and user administration.
• Manage stakeholder communication, ticket prioritization, escalation management, and SLA adherence.
• Conduct requirement clarification sessions and support minor enhancements, configuration changes, and business process optimization initiatives.
• Coordinate user acceptance testing (UAT), release validation, and production deployment verification activities.
• Validate end-to-end business process execution, data quality, and integrations with SAP, Power BI, Project Server, and other connected systems.
• Participate in service reviews, governance meetings, RCA discussions, and continuous service improvement initiatives.
• Maintain functional documentation, knowledge articles, SOPs, and support procedures to ensure effective knowledge management and operational continuity.
• Drive user adoption, training, and business engagement activities to maximize value realization from the Dynamics 365 CRM platform.

Key Skills

• Microsoft Dynamics 365 Field Service, Sales, and Marketing
• Business Process Analysis & Optimization
• Incident, Problem, Change & Release Management
• Requirement Gathering and Stakeholder Management
• UAT Coordination and Business Validation
• ITIL-based Application Support Operations

Key Responsibilities

Dynamics 365 CRM Functional Consultant

• Act as the primary business-facing contact for all Dynamics 365 CRM Application Support and Maintenance (ASM) activities.
• Provide functional support for incidents, service requests, problem management, and day-to-day CRM operational issues.
• Perform business impact assessment, issue analysis, functional troubleshooting, and coordination with offshore technical teams for timely resolution.
• Support and maintain CRM business processes, configurations, workflows, business rules, forms, views, dashboards, and user administration.
• Manage stakeholder communication, ticket prioritization, escalation management, and SLA adherence.
• Conduct requirement clarification sessions and support minor enhancements, configuration changes, and business process optimization initiatives.
• Coordinate user acceptance testing (UAT), release validation, and production deployment verification activities.
• Validate end-to-end business process execution, data quality, and integrations with SAP, Power BI, Project Server, and other connected systems.
• Participate in service reviews, governance meetings, RCA discussions, and continuous service improvement initiatives.
• Maintain functional documentation, knowledge articles, SOPs, and support procedures to ensure effective knowledge management and operational continuity.
• Drive user adoption, training, and business engagement activities to maximize value realization from the Dynamics 365 CRM platform.

Key Skills

• Microsoft Dynamics 365 Field Service, Sales, and Marketing
• Business Process Analysis & Optimization
• Incident, Problem, Change & Release Management
• Requirement Gathering and Stakeholder Management
• UAT Coordination and Business Validation
• ITIL-based Application Support Operations