Business Analyst – Microsoft Dynamics 365 Customer Engagement (D365 CE)

Required Skills & Experience

Minimum 5 –10+ years of experience as a Business Analyst or Functional Consultant in CRM environments.

Hands‑on functional experience with Microsoft Dynamics 365 CE (Online preferred).

Key Responsibilities

Functional Consulting – D365 CE

• Provide subject‑matter expertise on Dynamics 365 CE modules including:SalesCustomer ServiceCustomer Data Platform(preferred)Customer Insights (preferred)

• Configure D365 components: entities, forms, views, business rules, workflows, Power Automate flows, dashboards, and security roles.
• Design scalable CRM solutions leveraging standard D365 functionality before considering customization.
• Assist in solution architecture discussions involving integrations, data flows, and system design.

Business Requirements & Analysis

• Conduct requirements‑gathering workshops, interviews, and process discovery sessions with business stakeholders.
• Document BRDs, FSDs, user stories, use cases, acceptance criteria, and process maps specific to D365 CE.
• Perform fit-gap analysis and translate business needs into CRM configurations and functional requirements.
• Recommend process improvements aligned with D365 best practices.

Project Delivery & Support

• Support end-to-end implementation lifecycle—requirements, design, configuration, testing, deployment, and hypercare.
• Prepare and execute functional test cases; coordinate UAT, defect triage, and system validation.
• Work closely with technical teams (developers, integration specialists) to ensure functional requirements are correctly implemented.
• Prepare user training content and support end‑user adoption campaigns.

Stakeholder Engagement

• Serve as the single point of contact between business users and the D365 project team.
• Provide regular functional updates, conduct demos, and ensure alignment with business expectations.
• Deliver documentation, walkthroughs, and conduct user training sessions.

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