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CRM Service Consultant

Location: Natick, MA, Massachusetts

Connexion Systems & Engineering, a Boston based IT and Engineering Solutions Company immediately seeks individuals with the following skills:


Date Posted: 2/5/2019

Hiring Organization: Connexion Systems & Engineering

Job Title: CRM Service Consultant

Industry: IT

Location: Framingham, MA 01701

Employment Type: Full Time, Contract

Pay Range: 75-80/hr.

Duration: 6 months+



CRM Service Consultant


The IT Business Applications department is seeking a Dynamics CRM Services architect contract resource
to assist our internal CRM team in delivering solutions for our Technical Support business unit.
The Dynamics CRM Solution Architect is responsible for consulting on engagements including: discovery,
design, documentation, implementation, upgrade, and/or extension of existing applications. The
Solution Architect responsibilities include developing the Solution Blueprint of Dynamics CRM,
conceptual and functional designs, estimating, testing, and working with delivery teams to implement

Must have strong functional Dynamics CRM knowledge in the Services areas and be able to leverage
more technical resources to achieve quality results. A solid background in project management and
business process optimization is also required.
While your primary function will be as a Solution Architect, from time to time, we may also ask you to
assist other functions including sales and marketing, and general administration related activities.

Essential Functions:

Business Engagement – Align and partner with the our Services teams to understand and
help drive initiatives aligned to their business priorities
Identify areas for improvement through technology and process improvement, will continually
assess standard MS Dynamics solution offerings to discover the potential benefits.
Business Process Design – Protect and evolve the CRM platform’s alignment to standard
business processes to enable future growth
Technical Support – Provided in conjunction with CRM Delivery teams, SAP ERP Team and Global
IT Operations
Work collaboratively with PMO, functional, technical teams to ensure project requirements are
aligned with overall governance and strategic business requirements
Work collaboratively with the teams to ensure requirements are developed, tested and
deployed as designed
Ensure cross-functional coordination for end-to-end requirements
Drive functional decision making and issue resolution to ensure project deadlines are
consistently met
Responsible for creating and keeping updated project charter and scope documents
Document new processes to support user training and future reference.

Knowledge, Skills, and Abilities:
Experience in the following Service related business processes:
Contact Channels
Inbound / Outbound E-mail
Contract Management
Support Contract Creation and Management
Warranty Terms Creation and Management
Service Contract Creation and Management
Software Maintenance Agreement Creation and Management
Service Level Agreement Creation and Management
Case Management
Case Creation and Management
Case Routing
Escalations & Notifications
SLA Tracking
Case Collaboration
Queue Creation and Management
Solution/Resolution tracking

10+ years' experience directly managing software implementation projects
7+ years' experience in consulting, business analysis, implementation, or product
support in CRM systems
Minimum of 3 full lifecycle Dynamics CRM implementations (Analysis - Deployment)
Demonstrated proficiency in customizing and creating CRM entities
Must have excellent time management and organizational skills, written and verbal
communication skills, work well in teams, and instill customer confidence
Strong customer relationship skills and experience
Ability to establish priorities and work independently
Bachelor's degree in a related field; MBA is a plus

Technical Experiences:
Proficient with C#
Comfortable using OOP
Understanding of the SDLC, coding patterns and code versioning tool(s) (TFS/Git/Etc.)
Ability to Problem Solve, work within a Framework and to take direction and initiative
Proven ability to pick up new skills and tool sets
Familiar with testing techniques and frameworks
Experience with RESTful web services
Azure Experience
Experience with Global Environments
Understanding SSRS / reporting tools

Desired Languages:
C#, SQL, JavaScript, XML
Desired Frameworks
MS Dynamics CRM, .NET 4.5 +, HTML5, XRM



When responding to this job posting you MUST include the Job# and Job Title in your subject line.


Contact Info:                                                                                                                                             


ConneXion Systems & Engineering

490 Boston Post Road

Sudbury, MA 01776