Dynamics 365 CRM-Functional-Field Service-Senior Associate-Bangalore

Bengaluru - India

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Industry/Sector

Insurance

Specialism

Microsoft

Management Level

Senior Associate

Job Description & Summary

A career in our Microsoft Dynamics team will provide the opportunity to help our clients transform their technology landscape across Front Back and Mid-Office functions leveraging Microsoft Dynamics. We focus on contributing to PwCs value proposition of strategy led and technology enabled by aligning our Consulting Solutions industry focus with the Microsoft technologies such as Dynamics 365 Azure Power Platform and Power BI.

As part of the Microsoft CRM team you will help our clients transform their Sales Service and Marketing functions leveraging Microsoft Dynamics. You will also help deploy and optimize the use of Microsoft Business Applications Suite across several industries to provide enterprises with deep domain knowledge and purpose built front office applications designed to meet the unique needs of the business.

We are seeking a results-driven Dynamics 365 Field Service (D365 FS) Business Analyst to lead discovery design and implementation of field service capabilities that improve technician productivity service quality and customer satisfaction. You will translate business goals into scalable Dynamics 365 solutionscovering work orders scheduling agreements inventory assets and mobilewhile guiding stakeholders through fit/gap analysis process optimization and change management.

Key Responsibilities

Discovery & Analysis

Lead workshops to elicit and document business requirements user journeys and service KPIs.
Perform fit/gap analysis across D365 Field Service capabilities (work orders incident types agreements bookings inventory assets inspections SLAs).
Map asis / tobe service processes (intake triage schedule/dispatch execute debrief invoice).
Define user stories acceptance criteria and a prioritized backlog aligned to business value.

Solution Design & Configuration

Configure core D365 Field Service entities: Work Orders Incident Types Service Tasks Customer Assets Products/Parts Warehouses Inventory Adjustments Agreements & Billing.
Set up resource scheduling (Routable Work Order Bookable Resources Territories Working Hours Skills/Certifications Booking Rules).
Support Resource Scheduling Optimization (RSO) and Schedule Board configuration and policies.
Design mobile experiences for frontline workers (Field Service mobile app/Power Apps) including offline barcode scanning inspections and debrief.
Define and test SLAs Entitlements and Business Rules to enforce quality and consistency.

Integration Data & Reporting

Collaborate with integration teams to connect D365 FS with ERP/finance inventory and customer systems (e.g. pricing invoicing parts availability).
Partner on data migration (customers assets agreements historical work orders) including mapping and validation.
Enable Power Automate flows for service notifications escalations approvals and field updates.
Define and build operational dashboards and Power BI reports for KPIs (first-time fix rate response time utilization SLA attainment parts consumption cost-to-serve).

Governance Testing & Change

Champion configuration over customization; document solution decisions assumptions and dependencies.
Create and execute test cases support UAT and manage defect triage to closure.
Maintain backlog hygiene release notes and alignment with ALM practices (Solutions Dev/Test/Prod Azure DevOps boards/pipelines).
Deliver training (role-based) end-user guides and support go-live and hypercare.
Contribute to Power Platform governance and security model (environments roles table permissions).

Required Qualifications

37 years as a Business Analyst or Functional Consultant on Dynamics 365 (preferably Field Service).
Hands-on D365 Field Service configuration: Work Orders Incident Types Agreements Schedule Board/RSO Customer Assets Inventory/Warehousing Inspections Mobile.
Strong understanding of field operations: dispatching routing SLAs debrief parts and returns warranties service contracts preventative maintenance.
Experience writing user stories acceptance criteria process maps (BPMN/Visio) and test scripts.
Familiarity with Power Platform (Dataverse Power Automate Power Apps) and Power BI for operational reporting.
Excellent communication skills with the ability to facilitate workshops and influence decisions across business and IT.

Preferred Qualifications

Certifications: MB-240: Microsoft Dynamics 365 Field Service PL-200: Power Platform Functional Consultant (nice to have: PL-400 AZ-900 ITIL Foundation Prosci/ADKAR).
Exposure to Connected Field Service/IoT Azure Maps/Geocoding route optimization or API/ESB integration patterns.
Experience in one or more industries: utilities manufacturing HVAC medical devices telecom facilities/services or field service outsourcing.
Background with Azure DevOps (boards repos pipelines) ALM and controlled change processes in regulated environments.

Travel Requirements

Not Specified

Job Posting End Date

Required Experience:

Senior IC

Industry/SectorInsuranceSpecialismMicrosoftManagement LevelSenior AssociateJob Description & SummaryA career in our Microsoft Dynamics team will provide the opportunity to help our clients transform their technology landscape across Front Back and Mid-Office functions leveraging Microsoft Dynamics. ...