Functional Consultant (Service Delivery)

Itineris; Hyderabad; Hybrid; INR 900,000 - 1,300,000; Full time

Benefits offered by this job

International environment

Hybrid working model

Career growth programs

Onboarding and buddy program

Flexible work options

Job summary

Itineris in Hyderabad, India seeks a Functional Consultant (Service Delivery) to join the Service Delivery Team providing 3rd line functional and technical support for the UMAX platform to European and UK customers.

You will learn the ins and outs of the UMAX application, build strong client relationships, and ensure high-quality delivery across incidents, changes, and releases while collaborating with global colleagues.

Qualifications

• Bachelor’s or Master’s degree in IT, Engineering, Business or equivalent.
• Experience in a Functional (Support) role with a customer-focused mindset.
• ERP and MS Dynamics AX/D365 experience is essential.
• Familiarity with ITIL / Application Management concepts is a plus.
• Experience in utilities or billing domains is advantageous.
• Strong customer focus, proactive communication and ownership.

Responsibilities

• Provide 3rd line functional and technical support post go-live.
• Collaborate with European and UK colleagues for handovers and releases.
• Own incidents and changes: SLA adherence, analysis, design, testing.
• Perform end-to-end regression testing for major releases.
• Maintain knowledge base and test change requests from customers.

Skills

Functional business processes

Experience in functional (Support)

ERP experience

MS Dynamics AX/D365

ITIL / Application Management concepts

Utilities or billing experience

Customer focus

Client facing

Analytical & problem-solving

Eager to learn

Ownership & responsibility

Ticketing tools experience

Team player & communication

Fluent English

Education

Bachelor’s or Master’s degree in IT/Engineering/Business

Tools

ServiceNow

TOPdesk

Jira

Dynamics 365

Job description

Functional Consultant (Service Delivery)

Hyderabad, India
There’s a saying at Itineris : Together goes a long way. And we live by that. Whether your job is translating our customers’ needs into the best software, selling, coding, or keeping our business running smoothly, we’re united by the same mission: growing our company and delivering innovative software that empowers energy and water utilities to engage better with their customers.
UMAX is the brand name of our software solution for water and energy utilities. It automates their business processes and enables them to better engage with their customers. UMAX is a cloud-based solution, built on the powerful Microsoft Dynamics 365 platform.

As a Functional Consultant (Service Delivery), you will... be part of our Service Delivery Team, who provides 3rd line functional and technical support to our customers after their go live. The Team is responsible for Application Management, Support and Maintenance, and for the overall satisfaction of end users about the UMAX functionalities.
The team provides 3rd line functional and technical support, focusing on complex incidents, bugs, and changes rather than first-line user support. The team is responsible for theon-time and high-quality delivery of UMAX product releases.
You will work in close collaboration with European and UK colleagues and customers,with regular overlap during CET working hours for handovers, case discussions, and releases.

What you will work on

As our Functional Consultant, you are part of a team that provides support on all UMAX functionalities to our European customers. In this role, you not only develop a strong professional relationship with our clients, but also quickly learn all ins & outs of our UMAX application, which will enable you to become a functional expert.

The role is based in Hyderabad, India.

Responsibilities

• Are a part of a cross-customer Service Delivery team and work closely together with functional domain leads and functional/technical consultants to ensure high quality delivery.
• Adhere to a professional and successful service delivery approachtowards the customers.
• Take full functional ownership of assigned incidents and changes, including:
  • SLA adherence and prioritization
  • Functional analysis and root cause investigation
  • Functional design and clear guidance to technical consultants
  • Functional testing and validation of solutions
  • Escalation management when needed
• Perform end-to-end regression testing for major UMAX releases
• Maintain list of known work-arounds and issues/problems
• Maintain Knowledge base (update articles, write articles)
• Analyze and test change requests received from customers

What you bring

• Bachelor’s or master’s degree in IT, Engineering, Business, or equivalent experience
• strong interest in functional business processes
• Min. 2-5 years previous experience in a Functional (Support) role
• Experience with business applications; ERP experience is a must
• MS Dynamics AX / D365 experience is a strong asset.
• Understanding of ITIL / Application Management concepts is a plus
• Experience supporting utilities or billing processes is a plus
• Strong customer focus, is quality driven and proactive
• Client facing experience
• In-depth analytical and problem-solving skills
• Auick learner –and eagerto learn
• Result-oriented and responsible(= takes ownership)
• Experience working with ticketing tools (e.g. ServiceNow, TOPdesk, Jira)
• Team player with a flexibleattitude
• Clear, proactive communication
• Fluent in English, with excellent oral & written communication skills

What we offer

• A fast-growing and international environment with offices in Hyderabad (India), Ghent (Belgium), Atlanta (USA), London (UK).
• Working with future-ready water and energy companies and building valuable utility expertise.
• Internal mobility, developing your career through various educational programs and growth paths.
• An entrepreneurial mindset where you have a direct impact on our growth journey.
• An open environment where we understand the importance of taking a break to recharge and achieve the best results. We make it a priority to celebrate milestones, both big and small.
• Onboarding, learning and buddy programs to get ready for a smooth start in your new job.
• A flexible and inclusive working environment – where people can just be who they are, and where we offer flexible options for hybrid working so you can work in a way that suits you best.