CRM Solutions Analyst

CRM Solutions Analyst – Accenture Nordics

Accenture is looking for a CRM Solutions Analyst to join Accenture Nordics. Dynamics 365 is at the core of our digital transformation, and we need a functional consultant who can design, implement, and optimise solutions for our clients.

About the Job

As a Dynamics 365 CRM Functional Consultant, you will be client‑facing, working closely with clients to design, implement, and optimise D365 CRM solutions that align with business objectives. You’ll translate business needs into functional requirements, liaise between Accenture clients, project teams, and the broader Microsoft CRM and Business Applications community, and provide ongoing support after implementation.

Responsibilities

• Engage with clients to understand their business needs and translate them into functional requirements.
• Design and implement Microsoft Dynamics 365 CRM solutions, including Sales, Customer Service, and Customer Service Center modules.
• Lead workshops, requirement‑gathering sessions, and stakeholder discussions to define solution roadmaps.
• Configure, customise, and extend D365 CRM using Power Platform (Power Automate, Power Apps, Power BI).
• Work alongside technical consultants and developers to deliver end‑to‑end solutions.
• Provide guidance on best practices, solution architecture, and business process improvements.
• Conduct system testing, user training, and support change‑management activities.
• Troubleshoot issues and provide ongoing support to clients post‑implementation.
• Stay updated with the latest Microsoft Dynamics 365 and Power Platform trends and updates.
• Collaborate with stakeholders to identify opportunities for AI‑driven automation and implement Copilot features for improved customer engagement.

Qualifications

• Proven experience as a D365 CRM Functional Consultant in a consultancy or client‑facing role.
• Strong expertise in Microsoft Dynamics 365 Sales, Customer Service, Marketing, Field Service or similar modules.
• Experience with Power Platform (Power Apps, Power Automate, Power BI) is highly desirable.
• Ability to translate business requirements into technical solutions.
• Strong understanding of CRM best practices and industry trends.
• Familiarity with Copilot capabilities for building and deploying AI solutions with Dynamics.
• Experience with customisation and configuration of D365, including workflows, business rules, forms, and views.
• Excellent communication and stakeholder management skills.
• Knowledge of data migration, integration, and reporting tools.
• Microsoft certifications are a plus.

Seniority level: Mid‑Senior level.

Employment type: Full‑time.

Job function: Strategy/Planning and Information Technology.

Industries: Business Consulting and Services.

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