Senior Analyst - Microsoft Dynamics Customer Service

As a Senior Analyst - Business Systems, you will be responsible for developing, deploying, and supporting business applications which automate existing manual processes and reporting for the assigned organization(s).

Responsibilities: • Lead end-to-end business requirement gathering with Customer Care, Operations, Sales, and Support teams, acting as the primary liaison between business and IT. • Facilitate workshops to capture current-state and future-state customer service processes, including case intake, resolution, escalation, and closure. • Translate business needs into clear, testable functional requirements and design artifacts (BRD, FRD, user stories) for Dynamics 365 Customer Service implementations. • Own functional design for Case Management, including creation, updates, SLAs, entitlements, queues, routing rules, and assignment logic. • Define and validate Business Process Flows (BPFs) to standardize case lifecycle and agent workflows. • Partner with solution architects to determine out-of-the-box vs customization decisions and ensure fitment to Dynamics capabilities. • Support design of AI-assisted triage and case deflection, including basic Power Virtual Agent (PVA) setup and routing logic. • Work closely with development and configuration teams in Agile delivery, participating in backlog grooming, sprint reviews, and Show-and-Tell demos. • Define and execute UAT scenarios, system integration test cases, and data validation, ensuring requirements traceability.

Qualifications: Bachelor's Degree - IT, Computer Science, or Supply Chain. 4-10 years experience required creating/developing and delivering/implementing commercial software (ERP, CRM) and technology solutions. 4-10 years experience in Microsoft Dynamics Customer Service module. Knowledge of Microsoft Power platform (Dataverse, Power portals or Power pages, Power automate and Model driven app) is essential. Knowledge of HTML, Liquid templates, Javascript, Jquery and CSS. Excellent communication skills and a proven track record of working with business users and key stakeholders to analyze and translate business requirements into Design documents. Certification in Microsoft Dynamics 365 for Customer Service or any other Dynamics modules or Power platform tools is an added advantage. Strong problem-solving skills and the ability to analyze workflow and processes. Experience in project management and planning. Ability to travel up to 25%.

This amount is what we reasonably believe we will pay for the position; however, offer amounts may vary based on factors such as geographic location, relevant education, experience, qualifications, skills, shift, or any collective bargaining agreements.

For eligible positions, compensation may include participation in a bonus or sales incentive plan, subject to the terms and conditions of the applicable plan documents.

For certain sales roles, Wesco also offers a commission structure that provides additional compensation based on sales results, as defined by the applicable commission plan.

In addition, Wesco offers a benefits program for eligible employees, which may include paid time off, medical, dental, and vision coverage, and retirement savings plans. Additional details about benefits are available here.