Business Analyst ( CRM- MS Dynamics , ServiceNow,Logik.ai and Salesforce)

Must Have Technical/Functional Skills:

• Strong Business Analysis experience in CRM implementations.
• Expertise in Requirements Gathering and Documentation.
• Business Process Modeling (BPMN, Process Flows).
• Agile/Scrum methodologies.
• Stakeholder and Vendor Management.
• Data Analysis and Reporting.
• Experience with MS Dynamics ,ServiceNow,Logik.ai and Salesforce

Roles & Responsibilities

Business Analysis & Requirements Management

• Conduct workshops and requirement-gathering sessions with business stakeholders.
• Analyze current business processes and identify opportunities for optimization and automation.
• Document Business Requirements Documents (BRD), Functional Specifications (FSD), User Stories, Process Flows, and Use Cases.
• Translate business requirements into functional and technical specifications for development teams.
• Facilitate backlog grooming, sprint planning, and UAT activities.

CRM Solution Analysis

• Analyze and define business requirements related to Microsoft Dynamics 365 CRM modules.
• Work with stakeholders to design solutions for:

o Accounts & Contacts Management

o Lead & Opportunity Management

o Case Management

o Customer Service Processes

o Sales Automation

o Customer Insights and Reporting

• Support CRM process improvements and adoption initiatives.

ServiceNow Integration & Process Management

• Gather and document requirements involving ServiceNow workflows and integrations.
• Collaborate with ServiceNow and Dynamics teams to define end-to-end business processes.
• Ensure data consistency across CRM and ServiceNow platforms.

Stakeholder Management

• Act as the liaison between business users and technical teams.
• Present solution recommendations and facilitate decision-making discussions.
• Manage stakeholder expectations and communicate project status effectively.

Testing & Deployment Support

• Develop UAT scenarios and test cases.
• Support system testing, user acceptance testing, and defect resolution.
• Assist in change management, training, and deployment activities.

Required Skills

F unctional Skills

• Strong Business Analysis experience in CRM implementations.
• Expertise in Requirements Gathering and Documentation.
• Business Process Modeling (BPMN, Process Flows).
• Agile/Scrum methodologies.
• Stakeholder and Vendor Management.
• Data Analysis and Reporting.

Technical Skills

• Microsoft Dynamics 365 CRM (Mandatory)

o Sales

o Customer Service

o Customer Insights

o Power Platform (Power Automate preferred)

• ServiceNow (Mandatory)

o ITSM/Business Process Workflows

o Integration Requirements

o Case and Service Management Concepts

Nice to Have

• Salesforce (SFDC)

o Sales Cloud

o Service Cloud

• Power BI
• Azure Integration Services
• API-based Integrations (REST/SOAP)
• Copilot/AI-enabled CRM capabilities

Salary Range: $64,000 - $105,000 a year

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