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D365 Customer Service - Functional Lead - Technology Consulting

Location:  Sydney
Other locations:  Anywhere in Country
Salary: Competitive
Date:  21 Mar 2024

Job description

Requisition ID:  1484484




If we inspire you to do the work you love, will you still call it work? 


At EY we believe that whoever you are, your uniqueness helps us stand apart.

We bring together extraordinary people, like you, to build a better working world.


What’s in it for you?


We are in search of a dynamic D365 Customer Engagement Customer Service Functional Lead to join our team. The ideal candidate will have in-depth knowledge of Microsoft Dynamics 365, with a focus on Customer Service module.

The D365 Customer Engagement Customer Service Functional Lead will be part of our Platforms team in Oceania Consulting and get an opportunity to move into a more consultative role and helping our clients solve their business problems. Some of your responsibilities will include:


  • Lead end-to-end implementation of the D365 Customer Service module.
  • Gather and analyse business requirements and convert them into Dynamics 365 solutions.
  • Design, configure, test, and deploy Dynamics 365 Customer Service solutions.
  • Conduct workshops and training sessions to educate users on how to utilize the system effectively.
  • Provide ongoing support and assistance to users, resolving any system-related queries or issues.
  • Collaborate closely with the technical team to ensure seamless integration with other business systems.
  • Act as a point of contact between the business and the technical team, facilitating clear communication of needs and challenges.
  • Continually monitor, update, and upgrade the system as per business needs and industry advancements.
  • Prepare project status reports and keep all stakeholders updated on the progress.
  • Comply with all data privacy regulations and maintain information confidentiality.



What we’re looking for


Here’s our ‘wish list’ but don’t worry if you don’t tick all the boxes. We’re interested in your strengths, what you want to learn, and how far you want to go.


  • Bachelor’s degree in Computer Science, Information System, or equivalent.
  • Proven experience as a Functional Lead in implementing Dynamics 365 Customer Service.
  • Strong understanding of Microsoft Dynamics 365 and its integration with other business systems.
  • Baseline or NV1 Security Clearance due to the nature of our clients
  • Excellent problem-solving and troubleshooting abilities.
  • Strong communication and interpersonal skills.
  • Ability to lead workshops and provide training.
  • Microsoft Dynamics 365 certification is a plus.


What we can offer you


Acknowledgement of Country


EY acknowledges the Traditional Owners and Custodians of the lands on which EY offices are located around Australia. We pay our respects to their cultures, and to their Elders — past, present, and emerging. Find out more about our vision for reconciliation at


Apply now… we’re over 9,000 perspectives in Australia and we’re ready to welcome yours.


Diversity, equity, and inclusiveness (DE&I) are core to who we are, how we work and how we live our values. We hold a collective commitment to continue to drive an environment where all differences are valued, practices are equitable, and everyone experiences a sense of belonging — where people are inspired to team and lead inclusively in their interactions every day. We encourage applications from people of all ages, nationalities, abilities, cultures, sexual orientations, and gender identities and are committed to providing an equitable and barrier free recruitment experience for all. We encourage you to share any support and adjustments you need to be your best and participate equitably in our recruitment process. We understand sharing your needs with us can be daunting, so if you have questions before or during your application, we welcome you to get in touch at Anything you tell us will be kept completely confidential.


The exceptional EY experience. It’s yours to build.

Our preferred applicant will be required to undertake employment screening by EY or our external third-party provider.





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