Senior Functional Consultant – Dynamics 365 Customer Service

Pauwels Consulting; Antwerpen; Hybride; EUR 70 000 - 90 000; Plein temps

Résumé du poste

Pauwels Consulting is seeking a seasoned Dynamics 365 Customer Service consultant to lead the standardization of global service processes within a cloud-based platform. You will drive end-to-end process optimization, partner with international stakeholders, and translate complex business requirements into scalable Dynamics 365 solutions.

Based in Antwerp with a hybrid work model (onsite 3 days/week), you will engage with solution architects and technical teams to harmonize processes across

Qualifications

• 4+ years of functional consultancy experience focusing on Dynamics 365 Customer Service.
• Deep expertise configuring the Dynamics 365 service module and Power Platform.
• Experience mapping and optimizing processes in manufacturing or industrial service environments.
• Solid understanding of case management, service operations, and end-to-end service lifecycles.
• Ability to translate complex business requirements into practical Dynamics 365 solutions.
• Strong stakeholder management and workshop facilitation skills.
• Proactive and capable of challenging legacy approaches to standardize processes.
• Fluent in English.

Responsabilités

• Own and optimize end-to-end customer service processes within the core platform.
• Translate business requirements into standard functionality to minimize custom development and promote best practices.
• Design workflows for case management, service contracts, SLAs, interventions, and invoicing.
• Lead functional workshops and requirements gathering sessions with international stakeholders.
• Collaborate with solution architects and technical teams to ensure solutions align with global business processes.
• Identify process gaps and drive harmonization across different markets.
• Support testing, deployment, and change management activities during global rollouts.

Connaissances

Dynamics 365 CS

Power Platform

Process mapping

Stakeholder management

Workshop facilitation

Service lifecycle

Outils

Salesforce Service Cloud

ServiceNow

Zendesk

Description du poste

Our client, a prominent global leader in the industrial manufacturing sector, is executing a large-scale digital transformation to modernize its service operations on a cloud-based platform. The project requires a dedicated expert to drive the standardization of global service processes while ensuring alignment between business needs and technical capabilities.

Responsibilities

• Own and optimize end-to-end customer service processes within the core platform.
• Translate business requirements into standard functionality to minimize custom development and promote best practices.
• Design workflows for case management, service contracts, SLAs, interventions, and invoicing.
• Lead functional workshops and requirements gathering sessions with international stakeholders.
• Collaborate with solution architects and technical teams to ensure solutions align with global business processes.
• Identify process gaps and drive harmonization across different markets.
• Support testing, deployment, and change management activities during global rollouts.

Requirements

• You have 4+ years of functional consultancy experience focusing on Dynamics 365 Customer Service.
• You possess deep expertise in configuring the standard Dynamics 365 service module and Power Platform.
• You bring strong experience in process mapping and optimization within manufacturing or industrial service environments.
• You possess a solid understanding of case management, service operations, and end-to-end service lifecycles.
• You have experience translating complex business requirements into practical Dynamics 365 solutions.
• You're able to demonstrate strong stakeholder management and workshop facilitation skills.
• You're proactive and confident in challenging legacy approaches to drive process standardization.
• You are fluent in English.

Nice to Haves

• Prior experience with Salesforce Service Cloud, ServiceNow CSM, or Zendesk.
• Previous involvement in large-scale global business transformation initiatives.

Offer

• Start date: ASAP
• Duration: Long-term
• Work regime: Full-time
• Location: Antwerp
• Working model: Hybrid (minimum 3 days per week onsite)
• Contract: Open to both permanent employees and freelancers