Role Overview :

The Functional Consultant D365 Field Service is a senior individual contributor and client-facing role responsible for the functional implementation, configuration, and optimization of Microsoft Dynamics 365 Field Service solutions.

Key Responsibilities :

Functional Implementation & Configuration :

- Lead end-to-end D365 Field Service implementations, including Work Orders, Incident Types, Service Agreements, Entitlements, Bookings, and Invoicing.

- Configure and manage Resource Scheduling including Skills, Crews, Territories, Work Hours, and the Schedule Board.

- Set up and manage Resource Scheduling Optimization (RSO/FSO) to automate and optimize field resource dispatching.

- Configure Customer Assets, Functional Locations, Service History, Warranty/AMC processes, and Inventory & Purchasing workflows.

- Implement and support the D365 Field Service Mobile App for frontline technicians, including offline sync, inspections, and time tracking.

- Configure Connected Field Service (IoT) scenarios including device registration, IoT alerts, and proactive service triggers.

- Leverage OOB (Out-of-the-Box) features including Agreements, Entitlements, Copilot for Field Service, and native scheduling capabilities minimizing unnecessary customizations.

Requirements & Solution Design :

- Lead client discovery workshops, requirement-gathering sessions, and gap-fit analysis to map business processes to D365 Field Service capabilities.

- Conduct current-state and future-state process mapping, producing swim lane diagrams, functional design documents, configuration workbooks, and test scenarios.

- Perform fit-gap analysis and recommend best practices, OOB adoption strategies, and roadmap recommendations for system improvements.

- Prepare key project documents including BRD, FRD, SDD, UAT scripts, and training materials.

Integration & Platform Collaboration :

- Collaborate with technical teams on integrations with D365 Customer Service, Sales, Power BI, and third-party systems (ERP, IoT, Telephony).

- Work alongside developers to extend Field Service using Power Platform (Power Apps, Power Automate, Power Pages) where OOB is insufficient.

- Support data migration activities including data mapping, cleansing, validation, and cutover planning.

Testing, Training & Go-Live :

- Lead System Integration Testing (SIT), User Acceptance Testing (UAT), and production cutover activities.

- Conduct super user, dispatcher, and technician training sessions on D365 Field Service and related CE applications.

- Provide post-go-live hypercare support, issue resolution, and system optimization recommendations.

Pre-Sales & Client Engagement :

- Support pre-sales activities including solution demonstrations, RFP/RFI responses, effort estimation, and SoW preparation for Field Service opportunities.

- Build strong client relationships and act as a trusted functional advisor on Field Service best practices and product roadmap.

- Mentor junior consultants and contribute to internal knowledge assets, delivery frameworks, and reusable accelerators.

Technical Skills & Expertise :

- Deep expertise in D365 CE modules : Customer Service, Field Service, Omnichannel for Customer Service.

- Dataverse architecture : Data modeling, entity relationships, business rules, and security models.

- Power Platform : Power Automate (flows for FS automation), Power Apps (model-driven), Power BI reporting.

- Exposure to D365 Customer Service module (cases, SLAs, entitlements) for cross-module solutioning.