Job Description

Job Description

We are looking for a Dynamics 365 CRM Functional Analyst to act as the bridge between business stakeholders and technical teams, ensuring that Microsoft Dynamics 365 CRM solutions effectively support business processes and customer engagement strategies. This role is highly functional, process-oriented, and focused on business analysis rather than development.

Key Responsibilities

  • Lead requirements gathering sessions with business users to understand CRM needs, customer journeys, and business processes.
  • Translate business requirements into functional specifications, user stories, and acceptance criteria for Dynamics 365 CRM.
  • Perform fit–gap analysis between business processes and out-of-the-box D365 CRM capabilities, proposing functional solutions and improvements.
  • Configure and customize Dynamics 365 CRM (Sales, Customer Service, Marketing, or similar modules) without heavy development.
  • Act as the primary functional point of contact between business stakeholders and technical/development teams.
  • Support UAT activities, including test case definition, execution, defect tracking, and user validation.
  • Maintain and prioritize the product backlog in collaboration with Product Owners and Scrum teams.
  • Create functional documentation, process flows, and user guides to support adoption and change management.
  • Participate in Agile ceremonies (backlog grooming, sprint planning, reviews).
  • Identify opportunities to improve CRM usage, data quality, reporting, and user experience

Qualifications

Required Qualifications

  • 4–7 years of experience as a Business Analyst or Functional Consultant in CRM or ERP environments.
  • Hands-on experience with Microsoft Dynamics 365 CRM (CE).
  • Strong understanding of CRM business processes, customer lifecycle, sales, service, and customer data management.
  • Experience writing functional documentation, user stories, and acceptance criteria.
  • Familiarity with Agile/Scrum methodologies and tools such as Azure DevOps or JIRA.
  • Strong stakeholder management and communication skills.
  • Ability to translate business needs into functional solutions without over-engineering.


Additional Information

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