Client Services Consultant - Power Platform/d365

Client Services Consultant - Power Platform And D365

The Client Services Consultant - Power Platform and D365 provides functional application consulting services for clients using Microsoft Dynamics 365 (Customer Service, Sales, Field Service) and the Microsoft Power Platform (Power Apps, Power Automate, Power BI, and Power Pages), as well as Arctic IT's proprietary Tribal Platforms solution suite - a collection of applications designed specifically for Tribal Governments. This role operates primarily in post go-live environments, focusing on resolving support cases, delivering enhancements, and providing consulting to ensure clients achieve maximum value from their Tribal Platforms solutions and related Microsoft technologies. Responsibilities include troubleshooting issues related to configurations, workflows, integrations, data, security, and software functionality; delivering training; managing release cycles; and maintaining high client satisfaction through proactive communication and exceptional service.

Responsibilities include:

• Deliver services included in lifecycle services subscription contracts (e.g., help desk support, training sessions, quarterly enhancements, release management for recurring upgrades, regression testing, status reporting, etc.).
• Respond to and resolve support cases for Tribal Platforms applications, troubleshooting issues related to application functionality, workflows, reporting, security roles, and integration with other Tribal Platforms modules or Microsoft solutions.
• Manage D365 and Tribal Platforms support queues, ensuring timely ticket progression and escalating when appropriate to expedite resolution.
• Configure, troubleshoot, and enhance Power Platform components (Power Apps, Power Automate flows, Power BI reports, and Power Pages) to meet client needs, with a focus on optimizing Tribal Platforms applications.
• Track all tickets and related activities (notes, phone calls, emails) in our internal support ticketing system, ensuring accurate and up-to-date information.
• Utilize all available resources for issue resolution, including knowledge bases, internal collaboration, and community forums.
• Deliver exceptional customer service across all client engagements, with a deep understanding of the unique operational needs of Tribal Governments.
• Ensure Service Level Agreement (SLA) obligations are met per contract requirements.
• Identify and escalate risks or client satisfaction concerns to leadership.
• Contribute to client-facing documentation, such as presentations, meeting agendas, status reports, and release management plans.
• Participate in base configuration, data conversion, solution testing, and user acceptance testing for D365 and Power Platform components, as well as development support for post-implementation needs.
• Assist with end-user training for clients in one-on-one, webinar, and classroom-style settings.
• Support the onboarding process to ensure smooth transition from implementation to long-term support.
• Continuously work to improve support procedures, processes, and tools.

Qualifications:

• Bachelor's degree in Accounting, Business, Computer Science, or related field, or equivalent experience.
• 3+ years experience with Microsoft Dynamics 365 (Sales, Customer Service, Field Service) and extensive hands-on experience with Microsoft Power Platform (Power Apps, Power Automate, Power BI, Power Pages).
• Experience supporting Tribal Government software solutions or working directly with Tribal organizations highly preferred.
• 3+ years of industry and/or consulting experience.
• Development experience with Power Platform a plus.
• Ability to meet background check, drug test, and clearance requirements.
• Valid driver's license, insurance, and reliable personal vehicle.

Working Environment:

The majority of work for this role is performed in a home office and interacts with a variety of people with differing functions, personalities, and abilities. Telecommuters are expected to have sufficient home office space that appears neat, organized, and professional when on video meetings. Travel is required and varies around 10%.

Reasonable Accommodation:

It is Arctic Information Technology, Inc.'s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

Preference Statement:

Arctic Information Technology, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training.

Pay Transparency Statement:

Arctic Information Technology will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of the other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consent with the contractor's legal duty to furnish information. We are an equal opportunity employer and comply with all non-discrimination obligations, including the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) and Section 503 of the Rehabilitation Act.