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Staff Consultant-Support xRM at AIT - Arctic Information Technology, Inc in Houston, TX

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JOB SUMMARY: The Staff Consultant - Support role will primarily focus on providing functional application help desk support for Microsoft Dynamics 365 (CRM) clients. In addition, they will be responsible for supporting the delivery teams on implementation tasks from business requirements gathering, and configuration to testing, and training. This role must deliver excellent customer service and have strong customer relationship skills.

* Triage and resolve CRM support calls/emails by providing superior help desk performance as measured by ticket quality, call quality, resolution quality and timing, and overall client satisfaction
* Main Point of Contact (POC) for our Application Operations and Maintenance clients (Fixed Fee Offering)
* Deliver all services included in the AOM contracts: i.e. help desk support, quarterly training sessions, status reporting
* Learn, utilize, and promote the Arctic IT's Project Implementation Methodology
* Participate in client meetings to gather business requirements and map to the solution
* Perform gap analysis from requirements gathered to solution proposed
* Complete design/configuration of the Microsoft Dynamics 365 CRM and key third party products
* Complete project documentation such as: Functional Requirements Document, Functional Customization Specifications, User Acceptance Test Scripts, and End User Training Documentation
* Build integrations to perform data conversion tasks and additional integrations based off requirements
* Participate in all tasks relating to feature testing, solution testing, and user acceptance testing
* Perform end user training for clients in a one on one, webinar and classroom style settings
* Works with management to keep projects on schedule and recommend needed action to meet deadlines
* Support Technical Consulting Manager and Senior Consultants with various duties
* Obtain and maintain Microsoft Dynamics 365 F&O certifications


* Bachelor's degree in Business, Computer Science, or related field
* 2+ years of Microsoft Dynamics CRM implementation or support experience with a solid understanding of CRM entity and Object Model
* 2+ years of industry and/or consulting experience
* Skilled in planning, organizing, and managing time across multiple tasks. 
* Skilled in understanding customer needs and providing quality customer service.
* Strong understanding of business processes.
* Strong phone contact handling skills and active listening
* Ability to build rapport with clients
* Positive and professional demeanor
* Excellent communication and presentation skills
* Strong understanding of software implementation life cycle, project management, business process management, requirements definition, functional design, quality management, and change management
* Valid driver's license and insurance
* Applicants subject to government security investigations and tribal gaming investigations and must meet eligibility requirements related to the clearance process

* Microsoft Dynamics 365 implementation or support experience
* Microsoft Dynamics 365 customization ability 
* Microsoft Office 365 experience

WORKING ENVIRONMENT: The majority of work is performed in a professional office setting with a wide variety of people with differing functions, personalities, and abilities. Travel is required and varies around 25%.

PREFERENCE STATEMENT: Arctic Information Technology, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training.

VEVRAA Federal Contractor
We request Priority Protected Veteran & Disabled Referrals for all of our locations within the state
The EEO is the Law poster is available here.
Please contact Sharon Miller at 907-261-9507 or smiller@arcticit.com with any questions.

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