We are seeking an experienced Business Analyst with strong Microsoft Dynamics 365 CRM expertise to help organizations transform customer engagement, case management, and business processes. This role works closely with business stakeholders, technical teams, and project leadership to gather requirements, map processes, and ensure successful delivery of Dynamics 365 solutions.
Responsibilities
Lead requirements gathering workshops and stakeholder interviews
Create business process maps (current state and future state)
Document business, functional, and technical requirements
Develop user stories, use cases, and acceptance criteria
Perform fit-gap analysis and recommend solution approaches
Support Dynamics 365 configuration, workflow design, and testing activities
Create and maintain requirements traceability matrices
Coordinate User Acceptance Testing (UAT)
Support training, adoption, and business readiness activities
Collaborate with project managers, solution architects, and development teams throughout delivery lifecycles [Business_A...namics CRM | Word]
Qualifications
5+ years of Business Analyst experience
Experience with Microsoft Dynamics 365 CRM/Customer Engagement solutions
Experience with requirements elicitation, process improvement, and documentation
Strong stakeholder management and communication skills
Experience supporting UAT, training, and go-live activities
Utility, public sector, or customer service industry experience preferred
Preferred Skills
Dynamics 365 Customer Service
Power Platform (Power Automate, Power Pages, Power Apps)
Agile and Waterfall methodologies
Contact center or customer service transformation experience
Business process re-engineering expertise
Numbers & Facts
Location
Seattle, Washington
Salary
$65–$75 Per Hour
Skills
Acceptance Testingunmatched
Agile Programming Methodologiesunmatched
Business Analysisunmatched
Business Process Managementunmatched
Business Processesunmatched
Call Centersunmatched
Cartographyunmatched
Case Managementunmatched
Communication Skillsunmatched
Customer Relationship Management (CRM)unmatched
Customer Support/Serviceunmatched
Documentationunmatched
Gap Analysisunmatched
Governmentunmatched
Leadershipunmatched
Microsoft Dynamics CRMunmatched
Microsoft Wordunmatched
Problem Solving Skillsunmatched
Process Developmentunmatched
Process Engineeringunmatched
Process Improvementunmatched
Requirements Managementunmatched
Test Designunmatched
Traceabilityunmatched
Use Casesunmatched
Waterfall Model of Software Developmentunmatched
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