Senior Product Owner (E-commerce)

Support & Maintenance (L1–L3):

Act as the primary point of contact for CRM system support.

Provide Level 1–3 support, including:

L1: Triage, user assistance, ticket logging. (Do need to support on Weekends/PH)

L2: Functional support, configuration troubleshooting, workflow issues.

L3: Advanced diagnostics, customizations, integrations, liaising with third-party vendors and Microsoft.

Monitor, manage, and resolve incidents within defined SLA timelines.

Maintain documentation of issues, resolutions, and knowledge base articles.

Prepare and deliver weekly/monthly support summary reports.

Participate in regular support review meetings with stakeholders.

System Enhancements & Change Requests:

Gather and analyze requirements for new features and system improvements.

Design and implement approved change requests, including:

Custom workflows, business rules, Power Automate flows, and form enhancements.

Plugin development and customization using C#/.NET (if applicable).

Integration with external systems via REST/SOAP APIs.

Track CR hours and manage approvals and prioritization with stakeholders.

Conduct impact assessments and regression testing before deploying changes.

Coordinate with testing and UAT stakeholders for smooth handovers.

Collaboration & Project Coordination:

Work closely with project managers, business analysts, and end users.

Ensure compliance with security, data governance, and healthcare regulations.

Provide training or guidance to end-users as needed.

Liaise with external vendors (e.g., hosting providers, integration partners).

What You Need To Maximize Your Contribution

Must-Have:

4–6 years of hands-on experience with Microsoft Dynamics 365 CRM (Customer Engagement).

Proven experience in both support (L1–L3) and enhancement projects.

Strong skills in D365 customization, workflow configuration, and Power Platform (especially Power Automate).

Solid understanding of CRM modules such as Case Management, Contact Management, and Activities.

Ability to diagnose and resolve issues across UI, configurations, integrations, and performance.

Experience working with support ticketing systems and SLA-driven environments.