Senior Support Consultant jobs

• Provide senior-level business and functional consulting for consumer-related services and systems.
• Understand and analyze consumer-sector business processes, policies, regulations, and operational procedures.
• Review existing consumer services and identify opportunities for process simplification, automation, digitization, and service improvement.
• Analyze and document current ("As-Is") and future ("To-Be") business processes.
• Gather, analyze, and document business and functional requirements.
• Translate business requirements into clear functional and system requirements for technical teams.
• Work closely with business stakeholders, product owners, solution architects, developers, data teams, and project managers.
• Support the design and implementation of digital consumer services.
• Review and improve workflows related to consumer complaints, reports, cases, inspections, violations, and regulatory actions, where applicable.
• Define business rules, validation rules, workflows, roles, permissions, and approval processes.
• Identify opportunities to integrate consumer services with other government and external systems.
• Support integration requirements between consumer systems, CRM, mobile/web channels, payment systems, identity services, and other relevant platforms.
• Ensure that functional requirements are properly reflected in Microsoft Dynamics 365 CRM and related systems.
• Work with technical teams to ensure that the solution design meets the business requirements.
• Prepare functional specifications, user stories, use cases, process maps, business rules, and acceptance criteria.
• Participate in solution design workshops and requirements-gathering sessions.
• Support User Acceptance Testing (UAT), including preparation of test scenarios and validation of delivered functionality.
• Review UAT results and coordinate the resolution of functional issues.
• Support change management and business readiness activities.
• Analyze service performance and recommend improvements based on customer feedback, operational data, and service KPIs.
• Provide recommendations for improving the customer experience and reducing service processing time.
• Support management in identifying opportunities for further digital transformation within the Consumer Sector.
• Prepare presentations, business cases, process documentation, and recommendations for senior management.

Mandatory Requirements

• Minimum 8+ years of experience in business/functional consulting, preferably within government, regulatory, consumer protection, or similar environments.
• Strong experience in Consumer Protection / Consumer Affairs / Regulatory Services.
• Strong understanding of consumer-related government processes and services.
• Proven experience in business process analysis and optimization.
• Strong experience in requirements gathering and functional analysis.
• Experience designing and implementing digital government services.
• Experience with CRM-based solutions, preferably Microsoft Dynamics 365 CRM / Dataverse.
• Strong understanding of workflows, business rules, case management, complaints management, and service delivery processes.
• Experience preparing functional specifications, user stories, process maps, and acceptance criteria.
• Experience working with technical teams and translating business requirements into technical requirements.
• Experience with UAT planning, execution, and defect management.
• Strong understanding of digital transformation and service automation.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder-management skills.
• Strong English communication skills.

Application Question(s):

• Do you have minimum 8+ years of experience in business/functional consulting, preferably within government, regulatory, consumer protection, or similar environments?

Language:

• English (Preferred)

License/Certification:

• QID (Preferred)

Work Location: In person