CRM Functional Consultant, Customer Service, Case Management & Citizen Services
About the Opportunity
Niethville is building CRM functional delivery capacity to support the business-process side of CRM implementations, with a focus on customer service, case management, and citizen-facing service delivery.
Typical Projects You May Support
- Business process workshops for service delivery and case management functions
- Case management configuration for citizen or customer inquiries
- Service-level agreement and escalation workflow design
- Sales process and pipeline configuration
- Marketing automation workflow design and campaign configuration
- Field service scheduling and dispatch configuration
- Business rule and automation configuration
- Functional specification documents for custom development
- Test script development and functional test execution
- User Acceptance Testing coordination with business stakeholders
- End-user training material development and delivery
- Change impact assessments by business unit or program area
- Reporting and dashboard configuration for service metrics
- Standard operating procedure documentation
- Stakeholder workshops for program and steering committee updates
- Support for internal audit and service-level compliance reviews
What We’re Looking For
- 4+ years of CRM functional consulting experience, with case management or citizen services experience an asset
- Deep working knowledge of at least one core functional area (Service, Sales, Marketing, or Field Service)
- Ability to run workshops independently and produce clean functional documentation
- Comfort working within formal government service-delivery standards
Preferred Platforms
Microsoft Dynamics 365 Customer Service, Salesforce Service Cloud, HubSpot Service Hub, Oracle CX
Industry Experience
Government, citizen services, healthcare, education
Professional Certifications
Platform-specific functional certification (Microsoft, Salesforce) an asset
Security Clearance
Reliability Status is the typical minimum given the handling of citizen and customer data; enhanced reliability is required for some provincial and federal mandates.
Why Join Niethville
Case management and citizen services work sits close to sensitive personal data, and Niethville’s clearance-sponsorship pathway and government-delivery discipline are built specifically for that level of scrutiny.
Submit Your Profile
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