Business Analyst (Microsoft Dynamics CRM / D365 CE)

Business Analysis & Requirement Management

• Lead end to end requirement gathering through workshops, interviews, and stakeholder discussions.
• Create and maintain BRDs, FRDs, user stories, use cases, and acceptance criteria.
• Perform gap analysis between business needs and Dynamics 365 out of the box capabilities.
• Translate business requirements into clear functional designs for technical teams.

• 10+ years of overall IT experience with 6+ years as a Business Analyst on Microsoft Dynamics CRM / D365 CE
• Strong understanding of CRM business processes (Sales, Service, Case Management)
• Hands on experience with requirement documentation and user story creation
• Experience working in Agile delivery models
• Excellent stakeholder communication and documentation skills

Process Mapping & Solution Design

• Analyze and optimize existing business processes using BPMN / workflow diagrams.
• Design functional solutions leveraging Dynamics 365 configuration, automation, and standard features.
• Support customization decisions while ensuring alignment with best practices and platform standards.

Dynamics 365 Functional Expertise

• Work across Dynamics 365 CE modules:
• Sales (Leads, Opportunities, Accounts, Forecasting)
• Customer Service (Cases, SLAs, Queues, Knowledge Base)
• Field Service / Marketing (as applicable)
• Support data migration validation, field mapping, and data quality checks.

Collaborate on integrations with external systems (ERP, portals, third party tools).

Good to Have

• Experience in banking, financial services, insurance, or large enterprise CRM programs
• Exposure to Power Platform (Power Automate, Power Apps)
• Experience in CRM migration or transformation programs
• Dynamics 365 or Business Analysis certifications (preferred)

Soft Skills

• Strong analytical and problem solving abilities
• Ability to manage multiple stakeholders and priorities
• Excellent verbal and written communication
• Proactive, detail oriented, and delivery focused

Stakeholder & Delivery Support

• Act as a trusted advisor to business and product owners.
• Facilitate sprint ceremonies and backlog grooming (Agile/Scrum).
• Support change management, training, and post go live hypercare.
• Coordinate with onshore/offshore teams for smooth delivery.

Business Analysis, Microsoft Dynamics CRM,Dynamics 365, D365 CE, CRM Business process modeling, change management, dataanalysis