Business Analyst – Microsoft Dynamics 365 CRM

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