PwC
Website:
pwc.com
Job details:
A career in our Microsoft Dynamics team will provide the opportunity to help our clients transform their technology landscape across Front, Back and Mid-Office functions leveraging Microsoft Dynamics. We focus on contributing to PwC’s value proposition of “strategy led and technology enabled”, by aligning our Consulting Solutions’ industry focus with the Microsoft technologies such as Dynamics 365, Azure, Power Platform and Power BI. As part of the Microsoft CRM team you will help our clients transform their Sales, Service and Marketing functions leveraging Microsoft Dynamics. You will also help deploy and optimize the use of Microsoft Business Applications Suite across several industries, to provide enterprises with deep domain knowledge and purpose built front office applications designed to meet the unique needs of the business.
We are seeking a results-driven Dynamics 365 Field Service (D365 FS) Business Analyst to lead discovery, design, and implementation of field service capabilities that improve technician productivity, service quality, and customer satisfaction. You will translate business goals into scalable Dynamics 365 solutions—covering work orders, scheduling, agreements, inventory, assets, and mobile—while guiding stakeholders through fit/gap analysis, process optimization, and change management.
Key Responsibilities
Discovery & Analysis
- Lead workshops to elicit and document business requirements, user journeys, and service KPIs.
- Perform fit/gap analysis across D365 Field Service capabilities (work orders, incident types, agreements, bookings, inventory, assets, inspections, SLAs).
- Map as‑is / to‑be service processes (intake → triage → schedule/dispatch → execute → debrief → invoice).
- Define user stories, acceptance criteria, and a prioritized backlog aligned to business value.
Solution Design & Configuration
- Configure core D365 Field Service entities: Work Orders, Incident Types, Service Tasks, Customer Assets, Products/Parts, Warehouses, Inventory Adjustments, Agreements & Billing.
- Set up resource scheduling (Routable Work Order, Bookable Resources, Territories, Working Hours, Skills/Certifications, Booking Rules).
- Support Resource Scheduling Optimization (RSO) and Schedule Board configuration and policies.
- Design mobile experiences for frontline workers (Field Service mobile app/Power Apps), including offline, barcode scanning, inspections, and debrief.
- Define and test SLAs, Entitlements, and Business Rules to enforce quality and consistency.
Integration, Data & Reporting
- Collaborate with integration teams to connect D365 FS with ERP/finance, inventory, and customer systems (e.g., pricing, invoicing, parts availability).
- Partner on data migration (customers, assets, agreements, historical work orders) including mapping and validation.
- Enable Power Automate flows for service notifications, escalations, approvals, and field updates.
- Define and build operational dashboards and Power BI reports for KPIs (first-time fix rate, response time, utilization, SLA attainment, parts consumption, cost-to-serve).
Governance, Testing & Change
- Champion configuration over customization; document solution decisions, assumptions, and dependencies.
- Create and execute test cases, support UAT, and manage defect triage to closure.
- Maintain backlog hygiene, release notes, and alignment with ALM practices (Solutions, Dev/Test/Prod, Azure DevOps boards/pipelines).
- Deliver training (role-based), end-user guides, and support go-live and hypercare.
- Contribute to Power Platform governance and security model (environments, roles, table permissions).
Required Qualifications
- 2–5 years as a Business Analyst or Functional Consultant on Dynamics 365 (preferably Field Service).
- Hands-on D365 Field Service configuration: Work Orders, Incident Types, Agreements, Schedule Board/RSO, Customer Assets, Inventory/Warehousing, Inspections, Mobile.
- Strong understanding of field operations: dispatching, routing, SLAs, debrief, parts and returns, warranties, service contracts, preventative maintenance.
- Experience writing user stories, acceptance criteria, process maps (BPMN/Visio), and test scripts.
- Familiarity with Power Platform (Dataverse, Power Automate, Power Apps) and Power BI for operational reporting.
- Excellent communication skills with the ability to facilitate workshops and influence decisions across business and IT.
Preferred Qualifications
- Certifications: MB-240: Microsoft Dynamics 365 Field Service, PL-200: Power Platform Functional Consultant (nice to have: PL-400, AZ-900, ITIL Foundation, Prosci/ADKAR).
- Exposure to Connected Field Service/IoT, Azure Maps/Geocoding, route optimization, or API/ESB integration patterns.
- Experience in one or more industries: utilities, manufacturing, HVAC, medical devices, telecom, facilities/services, or field service outsourcing.
- Background with Azure DevOps (boards, repos, pipelines), ALM, and controlled change processes in regulated environments.
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