ERP & Systems Knowledge (MS Dynamics 365 CE focus) Hands‑on experience with Microsoft Dynamics 365 CE modules (Field Service, Customer Service, Sales, Marketing) in product ownership and delivery roles. Strong background in solution design, integrations, and performance optimization across CE workloads. Skilled in Azure DevOps for backlog management, delivery tracking, and Agile execution. Practical experience with Power Platform (Power Apps, Power Automate, Power BI) and Azure services to extend CE capabilities. Expertise in Microsoft Fabric and Power BI reporting tools for CE performance monitoring. Experience with Dual Write, Dataverse, and data migration strategies for seamless CE–F&O integration. Knowledge of ISV solutions and Electronic Reporting for CE–F&O integrations. Awareness of Microsoft release cycles and ability to assess new CE features for business value. Passion for continuous learning and emerging technologies to enhance CE processes. Business Analysis Deep understanding of customer engagement processes: case resolution, service scheduling, work order management, lead management, and campaign execution. Ability to identify gaps in CE processes and design system‑driven solutions. Experience supporting KPIs such as first‑time fix rate, customer satisfaction, service response times, and campaign ROI. Skilled in defining customer journeys, omnichannel strategies, and reporting frameworks. Decision Making and Critical Thinking Analytical skills to interpret CE data and performance metrics, identifying opportunities for improved customer engagement. Ability to support CE leadership with actionable insights for service efficiency, customer satisfaction, and sales growth. Skilled in assessing interdependencies among CE system elements and related applications that help or hinder performance. Manages tools and techniques for testing extraction, transformation, and loading (ETL) of CE data. Effective Communications Excellent communication, stakeholder management, and documentation skills. Ability to translate CE technical requirements into business‑friendly terms. Skilled at facilitating workshops, demos, and discussions with service, sales, marketing, IT, and dealer stakeholders. Strong presentation and negotiation skills to align diverse stakeholders. Collaborative approach to building consensus and driving CE adoption across departments. Software Product Business Knowledge Proven experience owning CE product backlogs, defining roadmaps, and managing releases. Skilled in writing clear CE user stories and acceptance criteria based on stakeholder input. Comfortable leading sprint planning, reviews, and retrospectives with cross‑functional teams. Ability to balance competing priorities and ensure CE alignment with business objectives. Considerations For Top Candidates Proficiency in Agile delivery, backlog prioritization, and sprint planning for CE projects. Deep hands‑on experience with D365 CE modules (Field Service, Customer Service, Sales, Marketing). Demonstrated leadership in cross‑functional organizations, coordinating dependencies, risks, and product delivery across CE and F&O. Skilled in
