Hybrid L3 Consultant Support – Techno, Functional

at Codec Ireland

• Job title: L3 Consultant Support – Techno, Functional
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Belfast, United Kingdom

About the role

• L3 Consultant providing technical escalation and client engagement for Dynamics 365 support. Involved in CR implementation and project delivery in a hybrid work setting.

Responsibilities

• Technical Escalation: Serve as a high-level technical\functional resource for issues escalated from our Level 2 Consultants. Diagnose, troubleshoot, and resolve complex incidents in a timely manner, providing clear and accurate information to customers and stakeholders. Act as an escalation point for critical customer incidents, managing the resolution process from start to finish including completion of RCA reports.
• Client Engagement: Act as the main point of contact for high-profile or time sensitive escalations, providing timely updates and managing expectations with our customers. Communicate technical information to customers at varying technical skill levels, ensuring understanding and satisfaction with the resolution process. Provide strategic guidance on the use of Dynamics 365 and Power Platform to achieve business objectives.
• Change Requests/Small Projects: Implementation of CRs in Dynamics 365 and Power Platform from scoping, documentation through to execution and delivery. Contribute towards project timeline planning for small projects in the Support practice alongside a project manager to ensure successful project outcomes. Collaborate with other consultants, developers, and stakeholders to achieve small project goals.
• Technical Expertise & Innovation: Stay updated with the latest advancements in Dynamics 365 and Power Platform, bringing innovative ideas to the table, either functional or technical. Develop reusable components and frameworks to accelerate project delivery and improve solution quality. Mentor junior consultants, providing technical guidance and support.
• Documentation & Compliance: Create and maintain comprehensive project documentation, including technical specifications, configuration guides, and user manuals. Ensure compliance with industry standards and internal methodologies.
• Continuous Improvement: Identify opportunities for process and solution improvements, and drive initiatives to implement them. Participate in internal knowledge-sharing sessions to contribute to the growth and development of the wider support practice.

Requirements

• Minimum 5+ years of experience in implementing and/or supporting Microsoft Dynamics 365 and Power Platform solutions.
• Proficiency in Power Apps, Power Automate and Dynamics 365.
• Requirement to have achieved Microsoft PL-200 & PL-400.
• Demonstrated experience of working on complex projects and/or CRs.
• Strong client engagement skills, with the ability to understand client needs and deliver effective solutions.
• Excellent verbal and written communication skills, with the ability to articulate complex technical concepts to non-technical stakeholders.
• Strong analytical and problem-solving skills, with a focus on delivering high-quality solutions.