MS Dynamics Partner Technical Advisor

Job Title : MS Dynamics Partner Technical Advisor

Location: Redmond, WA(Hybrid)

Duration: 6+ Months

Budget: 45 to 60 Per Hour

Job Description:

MS Dynamics Product/Technology Expert is a service delivery focused subject matter expert. They are responsible for incident metrics such as Customer Satisfaction (quality of the support experience), frontline engineer technical readiness and process compliance. They provide in-depth technical & subject matter expertise for one or more services or scenarios. Their primary accountability is to the engineers, focusing on the higher volume services and engaging through technical & SME mentorship, readiness and escalation management. They are expected to contribute to technical expertise and issue resolution globally.

Key Responsibilities:

• Provide technical & SME coaching for Delivery Partner (DP) Engineers/Advocates
• Capability to provide technical leadership in a specific product or business process area.
• Diagnose and resolve complex hardware, software, or connectivity problems
• Unblock, provide assistance to address problems upto L3 level and solve complex customer technical/functional issues and serve as a point of contact to the Support to assist in resolving cases.
• Case management duties (incoming inspection, escalations, tech reviews/triage, wellness, reduced "time to " measures)
• Contribute to Supportability activities (case analysis and case pattern recognition, deflection initiatives, and other Supportability improvements working w/SPM, Service TA, PG)
• As a technical/program SME, collaborate with all stakeholders to identify and recommend technical/program process and tool opportunities, leading with innovation within their scope and prioritizing needs when beyond.
• Provide Frontline Technical or Sales Operations Oversight to DP
• Participate in DP weekly business reviews
• Participate in Product Group Triages (coordinated with Engineer TAs and Service TAs)Monitor system performance and troubleshooting system issues
• Prepare and maintain documentation of system configurations, troubleshooting guides, and standard operating procedures
• Recommend upgrades to systems and networks to improve performance and efficiency
• Direct Customer Contact (to support frontline engineers, periodic case ownership to maintain technical expertise)
• Collaborate with vendors or other IT personnel to ensure smooth delivery of services
• Test and evaluate new technology
• Ensure compliance with all relevant industry regulations and standards
• Define and understand the customer issue by creating adequate reproduction scenarios.
• Research, troubleshoot, develop and implement a workaround (if needed) and gain agreement from customer on problem resolving.
• Collaborate with cross-group peers both proactively and reactively.

Required/Minimum Skills/Qualifications:

• MS Dynamics Product/Technology Expert with strong Product support experience not less than 10 years
• Engineering or master s degree in computer science/information technology (IT) or equivalent
• Relevant product Certifications from Microsoft, knowledge in Co-pilot
• Excellent Communication Skills - verbal, listening, and written (including technical writing).
• Should be willing/flexible to work in shifts and weekends.
• Experience in customer facing service role in any capacity.
• Interpersonal and collaborative skills proven through work experience.
• Passion for continuous learning - personal and professional development
• Research, Problem Solving and Troubleshooting Skills Logical thinking and demonstrating use of available tools & resources.
• Resilient and comfortable working in fast changing environments
• Team player and able to work on own initiative
• Ability to work in different shifts outside of local business hours and/or work a shift that covers a weekend day once ramped/trained based on business need.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Job Title : MS Dynamics Partner Technical Advisor

Location: Redmond, WA(Hybrid)

Duration: 6+ Months

Budget: 45 to 60 Per Hour

Job Description:

MS Dynamics Product/Technology Expert is a service delivery focused subject matter expert. They are responsible for incident metrics such as Customer Satisfaction (quality of the support experience), frontline engineer technical readiness and process compliance. They provide in-depth technical & subject matter expertise for one or more services or scenarios. Their primary accountability is to the engineers, focusing on the higher volume services and engaging through technical & SME mentorship, readiness and escalation management. They are expected to contribute to technical expertise and issue resolution globally.

Key Responsibilities:

• Provide technical & SME coaching for Delivery Partner (DP) Engineers/Advocates
• Capability to provide technical leadership in a specific product or business process area.
• Diagnose and resolve complex hardware, software, or connectivity problems
• Unblock, provide assistance to address problems upto L3 level and solve complex customer technical/functional issues and serve as a point of contact to the Support to assist in resolving cases.
• Case management duties (incoming inspection, escalations, tech reviews/triage, wellness, reduced "time to " measures)
• Contribute to Supportability activities (case analysis and case pattern recognition, deflection initiatives, and other Supportability improvements working w/SPM, Service TA, PG)
• As a technical/program SME, collaborate with all stakeholders to identify and recommend technical/program process and tool opportunities, leading with innovation within their scope and prioritizing needs when beyond.
• Provide Frontline Technical or Sales Operations Oversight to DP
• Participate in DP weekly business reviews
• Participate in Product Group Triages (coordinated with Engineer TAs and Service TAs)Monitor system performance and troubleshooting system issues
• Prepare and maintain documentation of system configurations, troubleshooting guides, and standard operating procedures
• Recommend upgrades to systems and networks to improve performance and efficiency
• Direct Customer Contact (to support frontline engineers, periodic case ownership to maintain technical expertise)
• Collaborate with vendors or other IT personnel to ensure smooth delivery of services
• Test and evaluate new technology
• Ensure compliance with all relevant industry regulations and standards
• Define and understand the customer issue by creating adequate reproduction scenarios.
• Research, troubleshoot, develop and implement a workaround (if needed) and gain agreement from customer on problem resolving.
• Collaborate with cross-group peers both proactively and reactively.

Required/Minimum Skills/Qualifications:

• MS Dynamics Product/Technology Expert with strong Product support experience not less than 10 years
• Engineering or master s degree in computer science/information technology (IT) or equivalent
• Relevant product Certifications from Microsoft, knowledge in Co-pilot
• Excellent Communication Skills - verbal, listening, and written (including technical writing).
• Should be willing/flexible to work in shifts and weekends.
• Experience in customer facing service role in any capacity.
• Interpersonal and collaborative skills proven through work experience.
• Passion for continuous learning - personal and professional development
• Research, Problem Solving and Troubleshooting Skills Logical thinking and demonstrating use of available tools & resources.
• Resilient and comfortable working in fast changing environments
• Team player and able to work on own initiative
• Ability to work in different shifts outside of local business hours and/or work a shift that covers a weekend day once ramped/trained based on business need.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.