Technical Business Analyst – Microsoft Dynamics 365 CRM

• Partner with business, technology, and functional stakeholders to understand processes, pain points, objectives, and technology needs
• Lead requirements discovery through interviews, workshops, process reviews, and analysis of existing systems and documentation
• Elicit, analyze, document, and validate business, functional, and non-functional requirements
• Translate business needs into requirements, process flows, use cases, epics, user stories, and acceptance criteria
• Identify and document business rules, exceptions, dependencies, assumptions, and gaps
• Facilitate requirements walkthroughs, stakeholder alignment, and validation
• Maintain requirements traceability through design, development, testing, and deployment
• Support the design and implementation of business processes and capabilities within Microsoft Dynamics 365 CRM
• Partner with functional consultants, architects, developers, and integration teams to translate requirements into solution designs
• Assess requirements against standard Dynamics 365 capabilities and identify configuration, customization, integration, or process-change needs
• Support CRM capabilities including case management, customer service workflows, queues and routing, activities, customer/account information, and agent workflows
• Support functional analysis throughout the full SDLC, from discovery and design through development, testing, deployment, and stabilization
• Partner with product owners and delivery teams to refine and prioritize the backlog and participate in Agile ceremonies
• Clarify requirements during implementation and review delivered functionality against requirements and acceptance criteria
• Support functional and integration testing, defect triage, UAT scenarios/test cases, and business acceptance
• Support deployment readiness, release validation, cutover, and post-go-live stabilization
• Assess impacts of new functionality, configuration changes, integrations, and system migrations
• Serve as the bridge between business stakeholders and technical teams
• Facilitate workshops across functions, regions, and organizational levels
• Identify and communicate gaps, risks, dependencies, and escalation decisions
• Coordinate across workstreams and technology teams to ensure end-to-end requirements and dependencies are understood
• Maintain project documentation including requirements, process flows, business rules, data mappings, decision logs, and traceability artifacts

• 5+ years of experience as a Business Analyst, Technical Business Analyst, Business Systems Analyst, or similar role supporting enterprise technology initiatives
• Hands-on Microsoft Dynamics 365 CRM experience in business analysis, functional analysis, or implementation
• Strong experience eliciting, analyzing, documenting, and validating business and functional requirements
• Experience supporting the full SDLC, including design, development, testing, deployment, and stabilization
• Ability to translate requirements into user stories, acceptance criteria, process flows, functional specifications, and related delivery artifacts
• Ability to understand and document system integrations, data flows, mappings, dependencies, and business rules
• Experience with CRM implementations, migrations, transformations, or major platform enhancements
• Strong knowledge of Agile/Scrum practices and tools
• Experience working in large, complex, matrixed organizations with globally distributed teams
• Strong stakeholder management, workshop facilitation, analytical, and problem-solving skills
• Excellent written and verbal English communication skills with technical and non-technical audiences
• Preferred: Experience with Microsoft Dynamics 365 Customer Service, particularly Case Management
• Preferred: Understanding of cases, queues, routing, SLAs, activities, escalation workflows, knowledge management, and agent experiences
• Preferred: Experience supporting a Salesforce-to-Microsoft Dynamics 365 migration or CRM platform transformation
• Preferred: Experience analyzing integrations between CRM platforms and enterprise applications, data platforms, APIs, middleware, or master data solutions
• Preferred: Experience with data migration, data mapping, and CRM data conversion activities
• Preferred: Experience supporting customer service, contact center, commercial, or customer experience processes
• Preferred: Experience working within a regulated, global enterprise environment
• Preferred: Experience with Azure DevOps, JIRA, Confluence, Visio, Lucidchart, Miro, or similar requirements/process documentation platforms
• Successful candidates must complete employment verification and background checks as part of onboarding

• Competitive compensation paid in USD
• 20 days of paid time off (PTO) per year
• Opportunities for professional growth and career development
• Company-provided equipment
• Collaborative, inclusive, and multicultural work environment
• Opportunity to contribute to meaningful projects alongside a talented and supportive team