Technical Business Analyst - Microsoft Dynamics 365 CRM

Responsibilities

• We are seeking an experienced Technical Business Analyst to support a large-scale commercial CRM transformation within a global enterprise environment. This role will serve as a key liaison between business stakeholders and technology teams, supporting the transition to Microsoft Dynamics 365 and helping translate business processes and requirements into scalable technology solutions.
• 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.
• Maintain requirements traceability throughout 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 business requirements into solution designs.
• Support CRM capabilities including case management, customer service workflows, queues and routing, activities, customer/account information, and agent workflows.
• SDLC & Delivery Support
• 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.

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