Senior Functional Consultant (Service Delivery)

Itineris; Hyderabad; Hybrid; INR 1,600,000 - 2,400,000; Full time

Benefits offered by this job

International environment

Hybrid working

Career development programs

Open, flexible culture

Buddy programs

Work-life balance

Job summary

Itineris in Hyderabad, India, is seeking a Senior Functional Consultant (Service Delivery) to join our Service Delivery Team. You will provide 3rd line functional and technical support for the UMAX solution, work with European and UK customers, and own complex incidents and changes.

You will collaborate with domain leads, ensure high-quality delivery, and become a functional expert on the UMAX application, enabling strong customer relationships and successful releases.

Qualifications

• Bachelor’s or master’s degree in IT, Engineering, Business, or equivalent experience.
• At least 5 years of 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, quality driven and proactive.
• Client facing experience and excellent communication skills in English.

Responsibilities

• Be part of a cross-customer Service Delivery team and collaborate with domain leads and consultants to ensure high-quality delivery.
• Own assigned incidents and changes, manage SLAs, perform functional analysis and root-cause investigations.
• Provide functional design guidance to technical consultants and validate solutions.
• Perform end-to-end regression testing for major UMAX releases.
• Maintain knowledge base and document work-arounds and issues.
• Analyze and test change requests from customers.

Skills

Functional knowledge

ERP experience

MS Dynamics AX/D365

ITIL concepts

Customer focus

Client facing

Analytical & problem-solving

Quick learner

Ownership & accountability

Ticketing tools (ServiceNow/TOPdesk/JI

Education

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

Tools

ServiceNow

TOPdesk

Jira

Job description

Senior 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 Senior Functional Consultant (Service Delivery), you will be part of the 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 Service Delivery 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 on-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 a Senior 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.

You:

• 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 approach towards 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
• At least 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
• Quick learner –and eagerto learn
• Result-oriented and responsible(= takes ownership)
• Experience working with ticketing tools (e.g. ServiceNow, TOPdesk, Jira)
• Team player with a flexible attitude
• 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.