Position Summary

Primary Responsibilities

• Partner directly with business team members, Product Owners, developers, third-party technology vendors, and end users to identify business needs and translate them into clear application requirements.
• Gather, analyze, and document functional and technical requirements, user stories, acceptance criteria, process flows, specifications, and solution design inputs.
• Support backlog grooming by collaborating with analysts, developers, Product Owners, and business stakeholders to ensure development work is appropriately defined, prioritized, and ready for execution.
• Serve as a primary liaison between business teams and technical resources to ensure shared understanding of documented requirements and expected system behavior.
• Test and validate system functionality to ensure solutions align with approved requirements, business processes, and quality standards.
• Write and execute functional test scripts, support system integration testing, assist with user acceptance testing, and coordinate validation activities with other analysts and stakeholders.
• Evaluate system deliverables to confirm they are free of defects, meet department quality standards, and satisfy business needs before release.
• Identify system inefficiencies, data quality concerns, process gaps, and opportunities for optimization within Dynamics CRM, Field Service, and related integrations.
• Support data migration, integrations, implementation of new features, and ongoing enhancements across Smart Tech and connected business applications.
• Monitor system performance, data integrity, usage trends, and user feedback to recommend improvements and proactively address issues.
• Maintain standards for requirements documentation, deliverables, testing artifacts, and knowledge base materials.

Required Qualifications

• Bachelor's degree in Computer Science, Information Systems, Business, or a related field; equivalent experience may be considered where appropriate.
• 3+ years of experience working with Microsoft Dynamics 365 CRM; Dynamics 365 Field Service and Field Service Mobile experience strongly preferred.
• 3-5 years of experience in a functional analysis, systems analysis, technical analysis, or related enterprise application support role.
• General understanding of CRM architecture, application architecture, data relationships, integrations, and enterprise application delivery practices.
• Experience translating business requirements into solution designs in partnership with Product Owners, architects, developers, and business stakeholders.
• Experience developing user stories, application requirements, process flow diagrams, UI mockups, and detailed functional specifications.
• Experience using requirements elicitation techniques such as stakeholder interviews, job shadowing, brainstorming, business process analysis, facilitation, and process flow documentation.
• Strong analytical and critical-thinking skills with the ability to troubleshoot application issues and assist in timely resolution.
• Strong written and verbal communication skills, including the ability to communicate with technical and non-technical audiences.
• Excellent organizational and time management skills with the ability to manage multiple priorities independently.
• Ability to work effectively both independently and in a team environment.
• Demonstrated ability to build relationships at all levels of the organization and gain consensus across multiple stakeholder groups.
• Committed and enthusiastic approach to supporting business customers, field users, and end users.

Preferred Skills and Experience

• Experience working in an Agile/Scrum delivery environment.
• Experience using Azure DevOps for backlog management, user stories, test cases, and delivery tracking.
• Experience in a technical, systems, or integrations analyst role.
• Formal training or certification in Business Analysis, group facilitation, project management, product management, Agile, Scrum, or Microsoft Dynamics 365.

Work Environment and Schedule

• Hybrid work environment with Monday and Friday work from home and Tuesday, Wednesday, and Thursday in office.
• Occasional travel may be required based on project, implementation, training, or business support needs.

Success Profile

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