Customer Relationship Management Business Analyst

Key Responsibilities1. Business Analysis & Requirements GatheringCollaborate with stakeholders from M&A, Human Resources, Enterprise users, etc. to understand and document CRM needs and challenges.Conduct target state design requirement meetings to align Dynamics 365 CRM functionality with business objectives.Translate business requirements into functional specifications, user stories, and acceptance criteria suitable for agile delivery.2. Solution DesignWork with technical teams and vendors to design and configure Dynamics 365 modules and enhancements.Support testing activities, including UAT planning, execution, and defect tracking.Ensure smooth CRM integrations with Outlook, SharePoint, LinkedIn, etc.3. Stakeholder Communication & DocumentationMaintain high-quality documentation including Business Requirements Documents (BRDs), Functional Design Documents (FDDs), and Process Flows.Act as the key liaison between technical teams, vendors, and business units.Deliver user training, demo sessions, and support adoption initiatives across the organization.4. Data Management & GovernanceSupport EDP team to ensure data accuracy, integrity, and compliance with privacy and governance policies.Lead or support data migration, cleansing, and transformation activities within Dynamics 365.5. Continuous Improvement & InnovationAnalyze CRM usage, user feedback, and KPIs to recommend process and system improvements.Stay up to date with Dynamics 365 updates, releases, and new Microsoft features to drive innovation.Qualifications & ExperienceBachelor’s degree in business administration, Information Systems, or a related field.3–5 years of experience as a Business Analyst with a strong focus on Dynamics 365 CRM modules.Deep understanding of CRM processes including opportunity tracking, and custom workflowsProven experience documenting requirements and delivering enterprise CRM solutions.Familiarity with Microsoft and Azure ecosystem.Strong analytical, problem-solving, and stakeholder management skills.Preferred Skills & CertificationsMicrosoft Certified: Dynamics 365 Fundamentals (CRM) or Dynamics 365 Functional Consultant.Excellent communication skills and ability to bridge business and technical teams.