MS Dynamics CRM Business Systems Analyst

MS Dynamics Business Systems Analyst with experience in banking, financial services, insurance, or large enterprise CRM programs.

The opportunity:

• 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.

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

Good to Have:

• 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