Application Maintenance Services

2 weeks ago

Richmond Hill, Canada MNP Full time

What do you think of when you hear the name MNP? Most likely tax and accounting, but as one of Canada’s largest consulting organizations, we’re so much more We’re also serious about technology.

Make an impact with our MNP Digital team as a** Application Maintenance Services (AMS) Lead - MS Dynamics CRM 365.** **This diverse team of professionals are responsible for designing, developing, and implementing solutions in an agile environment. As a trusted advisor, you may be asked to contribute as an individual or as a lead, but you are comfortable doing both. You will work directly with customers and work in collaboration with the broader technical team. This may include other Project Managers, Business Analysts, Product Managers, Developers, and Quality Assurance to ensure key timelines are maintained and project completion deliverables are met or exceeded.

At MNP Digital, we’re a team of highly skilled and creative thinkers that continuously support and learn from each other. We pride ourselves on translating our clients’ challenges into real results by leveraging technology - and that all starts with having the right people to deliver. We’ve created an environment where you’ll continuously grow, always have a voice and collaborate on work that’s meaningful and fulfilling. If you’re ready to take your career into your own hands, you’ve come to the right place.

**Responsibilities**
- Customer Service Mission: Drive Stability in Service Delivery
- Join our AMS leadership team in creating, enhancing, and growing the Customer Success service line
- Work closely with MNP leadership and clients to establish a AMS structure based on industry best practices
- Use your strategic and entrepreneurial skills to work with clients to identify needs, gaps, transition plans, tools, resourcing, and processes for operational effectiveness
- Learn and understand client’s business services, processes, needs, and objectives.
- Lead a team to deliver Application Maintenance Services (AMS) for a group of clients using Dynamics 365.
- Drive decision with your team to ensure timely resolution of issues, schedules, plans, contracts, and implementation activities.
- Plan, schedule, and manage off-hour deployments, and be available to lead your support team during certain critical processing windows (dependent on client needs)
- Manage and grow client relationships:

- Secure role as the Primary AMS Relationship Manager (PRM) with client
- Ensure all customer relationships are "referenceable"
- Drive new business by Sensing and Shaping demand
- Learn the supported systems from a functional point of view (i.e. be able to provide functional demos, assist in QA/validation of features and enhancements)
- Monitoring progress against scheduled timeframes throughout the development and release cycles
- Communicate AMS operational progress, escalating issues as appropriate with recommendations and solutions.
- Develop a thorough understanding of MNP’s services, businesses, and industry
- Raise awareness of MNP through discussions at community events including client and company sponsored functions

**Skills and Experience**
- 5 years of proven leadership and client-facing consulting experience, preferable in an AMS or project delivery capacity. This includes project management experience, both functional and implementation
- Bachelor's degree preferably in technology (Computer Science or Engineering)
- Able to build and lead teams, drive decisions, and achieve customer objectives
- Client-facing consulting experience, especially in the government sector
- Strong skills in meeting facilitation, including being a ScrumMaster
- Project experience in Agile Scrum software development and Azure DevOps Services/Server
- Solid technical background with understanding, or hands-on experience, in software development and web technologies
- People centered, outcome oriented, and hard worker
- Detail oriented; able to create/manage detailed schedules, budgets, estimates, contracts, and timesheets
- Demonstrating a firm understanding of.Net development, Dynamic 365, and Agile Scrum methodologies
- Proven ability to learn fast, identify solutions, and show leadership to deliver under tight deadlines.
- Travel may be required, depending on your assigned client portfolio (1 trip a quarter, more frequent during initial onboarding period)

Additional desirable skills and experience include:

- Project Management or ScrumMaster certification
- Previous experience as a Business Analyst or Trainer
- Thorough understanding of Microsoft Dynamics 365/CRM, Power Platform, SharePoint
- Experience with Government IT processes

More than a paycheque, MNP is proud to offer customized rewards for our team members. With a focus on health and wealth, we provide an extensive list of benefits that support our unique culture and foster work-life integration.

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