D365 Functional Consultant/Business Analyst (Field Service and Project Operations)

Position Summary

This is a 12-month temporary employment position supporting the implementation and deployment of Microsoft Dynamics 365 (D365) Field Service and Project Operations.

The role combines Functional Consultant and Business Analyst responsibilities to support solution verification, implementation, data migration, testing, and deployment of a new platform and associated integrations and applications.

Business Analyst duties: Elicit, analyze, specify, and validate business needs of stakeholders through interviewing and requirements gathering. Apply communication, analytical, and problem-solving skills to help the business make sound technology decisions.

Functional Consultant duties: Utilize best practices and methodologies to design, configure, implement, and maintain Microsoft Dynamics 365 Field Service and Project Operations. Duties may include business requirements gathering, design/configuration, writing/reviewing user stories, testing, data migration, product showcases, quality assurance, training, and support.

Work Location

Fully Remote or Hybrid (for candidates located near Jacksonville, FL office)

Key Responsibilities

Strategy & Planning

• Collaborate with project sponsors to determine project scope and vision
• Clearly identify project stakeholders and establish user classes and their characteristics
• Conduct interviews to gather user requirements via workshops, questionnaires, surveys, site visits, workflow storyboards, use cases, scenarios, and other methods
• Identify and establish scope and parameters of requirements analysis on a project-by-project basis to define project impact, outcome criteria, and metrics
• Work with stakeholders and project team to prioritize collected requirements

Application Support

• Work with relevant stakeholders and take ownership of incidents
• Work directly with end users in a support capacity
• Apply problem-solving and analytical skills
• Provide feedback to the product team for improvements
• Communicate verbally and in writing with all levels of the business (including technical and business audiences)
• Provide escalation support for help desk as needed

Application Deployment & Customization

• Work with team members and independently to configure Microsoft Dynamics 365 (Field Service/Project Operations) and key third-party products
• Build custom CRM entities and configure various CRM components (business processes, workflow), security configuration, and report writing
• Perform gap analysis from requirements gathered to solution proposed
• Complete project documentation including Functional Requirements Document, User Stories, User Acceptance Test Scenarios, and End User Training Documentation/Quick Reference Guides
• Create Process Flow Diagrams, Functional Design Documents, Business Requirement Documents, and gap analysis
• Configure CRM system, including workflows and setup
• Customize and configure Field Service (Dynamics 365) mobile app for both online and offline scenarios
• Demonstrate clear understanding of integrations with other systems or previous experience with integrations
• Utilize Microsoft DevOps to track project tasks
• Participate in all tasks relating to feature testing, solution testing, and user acceptance testing
• Perform end user training in one-on-one, webinar, and classroom style settings
• Work with management to keep projects on schedule and recommend needed action to meet deadlines

Required Qualifications

Education

• Bachelor's degree in Business, Computer Science or D365 certifications and 4 years' experience

Minimum Requirements

• 4+ years of Microsoft Dynamics 365 Field Service and/or Project Operations experience with a base understanding of the entity and Object Model with a consulting background
• Strong understanding of software implementation life cycle, project management, business process management, requirements definition, functional design, quality management, and change management
• Proven experience with business and technical requirements analysis, elicitation, modelling, verification, and methodology development
• Ability to create systematic and consistent requirements specifications in both technical and user-friendly language
• Exceptional analytical and statistical skills with the ability to apply them to systems issues and products as required
• Understanding of application development and software development life cycle concepts
• Experience with Microsoft Power BI and/or Power Platform

Core Competencies

• Customer service & communication
• Accountability & execution
• Teamwork
• Reliability
• Functional & technical expertise

About City FM

City Facilities Management (US) LLC is a leader in end-to-end integrated facilities management for some of the top retailers and grocers across the nation. Through an unparalleled self-performance team of highly skilled technicians, customer service experts, energy specialists and more, City FM delivers exceptional service quality and cost savings using a holistic, data-driven approach to facilities management.

With offices in Jacksonville, FL and Burlington, MA since 2016, City FM is part of the GDI Ainsworth family founded 90 years ago. Ainsworth is Canada's leading integrated multi-trade services provider with over 4,000 team members across US and Canada.

Why Work at City FM?

City FM is part of a global network of leading facilities management, professional services, and data-driven sustainability solutions. We offer a generous benefits package that includes:

• 28 days of PTO
• 401(k) match with immediate vesting and company match

We are looking for loyal team members with a deep sense of responsibility and a thirst for constant learning and growth with a willingness to always lend a helping hand. When you join City FM, you're committing to making a difference—and we make a commitment to you too.

Growth opportunities include:

• World-class training programs
• Over 1,500 e-learning classes through City University
• Leadership Development framework

If you put clients first, care passionately about what you do, and are committed to working on a team that respects each other, you will fit right in.

City FM is An Affirmative Action / Equal Opportunity Employer. The Company has a Drug-Free Workplace Policy in effect that is strictly adhered to.