Role Description
- 10+ years of overall IT experience with 6+ years as a Business Analyst on Microsoft Dynamics CRM / D365 CE
- Strong understanding of CRM business processes (Sales, Service, Case Management)
- Hands‑on experience with requirement documentation and user story creation
- Experience working in Agile delivery models
- Excellent stakeholder communication and documentation skills
Process Mapping & Solution Design
- Analyze and optimize existing business processes using BPMN / workflow diagrams.
- Design functional solutions leveraging Dynamics 365 configuration, automation, and standard features.
- Support customization decisions while ensuring alignment with best practices and platform standards.
Dynamics 365 Functional Expertise
- Work across Dynamics 365 CE modules:
- Sales (Leads, Opportunities, Accounts, Forecasting)
- Customer Service (Cases, SLAs, Queues, Knowledge Base)
- Field Service / Marketing (as applicable)
- Support data migration validation, field mapping, and data quality checks.
Collaborate on integrations with external systems (ERP, portals, third‑party tools)
Business Analysis & Requirement Management
- Lead end‑to‑end requirement gathering through workshops, interviews, and stakeholder discussions.
- Create and maintain BRDs, FRDs, user stories, use cases, and acceptance criteria.
- Perform gap analysis between business needs and Dynamics 365 out‑of‑the‑box capabilities.
- Translate business requirements into clear functional designs for technical teams.
Good to Have
- Experience in banking, financial services, insurance, or large enterprise CRM programs
- Exposure to Power Platform (Power Automate, Power Apps)
- Experience in CRM migration or transformation programs
- Dynamics 365 or Business Analysis certifications (preferred)
Soft Skills
- Strong analytical and problem‑solving abilities
- Ability to manage multiple stakeholders and priorities
- Excellent verbal and written communication
- Proactive, detail‑oriented, and delivery focused
Stakeholder & Delivery Support
- Act as a trusted advisor to business and product owners.
- Facilitate sprint ceremonies and backlog grooming (Agile/Scrum).
- Support change management, training, and post‑go‑live hypercare.
- Coordinate with onshore/offshore teams for smooth delivery.
Skills
business analysis,business process modeling,change management,data analysis,