About Company
BDO is a global network of professional services firms with a presence in over 166 countries, revenue of over USD 14 billion, and experience of over 60 years. Its a leading service provider for the mid-markets with client service at its heart.
BDO India Services Private Limited (or BDO India) is the India member firm of BDO International. BDO India offers strategic, operational, accounting and tax, and regulatory advisory & assistance for both domestic and international organizations across a range of industries. BDO India is led by more than 300+ Partners & Directors with a team of over 10,000 professionals operating across 14 cities and 20 offices. We expect to grow sizably in the coming 3-5 years, adding various dimensions to our business and multiplying and increasing the current team size multi-fold.
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. The consultant will work closely with clients to gather requirements, design solutions, configure the platform, and ensure successful delivery across the full project lifecycle from discovery to post-go-live hypercare.
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