We are seeking an experienced and strategic Senior Functional Analyst – Microsoft Dynamics 365 CRM to support the delivery of a Customer Experience Platform (CXP) for a contract to mid November 2025 with option to extend. This critical role is central to ensuring that the CRM platform enables a seamless and responsive customer experience while improving internal efficiency and access to digital services.
As a Senior Functional Analyst, you will lead the end-to-end functional design, configuration, and optimisation of Microsoft Dynamics 365 CRM. You’ll operate with autonomy and authority in shaping how customer service and case management processes are enabled through D365, Power Platform, and broader system integrations.
Key Responsibilities
* Lead the functional design, implementation, and optimisation of the D365 CRM platform in alignment with the CXP roadmap.
* Translate complex stakeholder needs into scalable CRM solutions with a focus on customer service and case management.
* Configure D365 CRM entities, forms, workflows, business rules, and automation processes using Power Platform (Power Automate, Power Apps).
* Develop and maintain key documentation including functional specs, configuration records, data maps, and test scripts.
* Oversee UAT planning, functional testing, release coordination, and defect triage.
* Collaborate with architects and developers to ensure seamless integration across systems and data flows.
* Provide guidance on CRM best practices, data governance, and architecture decisions.
* Facilitate stakeholder workshops and act as a trusted advisor in digital service design and transformation.
* Champion user adoption, continuous improvement, and innovation in CRM capabilities.
Key Outcomes
* Strategic alignment of D365 CRM with organisational service delivery models
* Streamlined, automated workflows supporting efficient operations
* Scalable, future-proof CRM configurations
* Enhanced customer experience across digital and assisted service channels
Skills and Experience Required
* Minimum 5 years’ experience as a Senior Functional Analyst or Consultant delivering D365 CRM in complex environments.
* Deep expertise in Microsoft Dynamics 365 CRM modules (Customer Service, Case Management).
* Strong proficiency in Power Platform – Power Automate, Power Apps, model-driven app design.
* Demonstrated success in translating business needs into functional designs and platform configurations.
* Strong stakeholder engagement skills and experience facilitating workshops and user testing.
* Excellent documentation, analysis, and problem-solving abilities.
* Experience in Agile delivery, including sprint leadership, backlog grooming, and user story validation.
* Understanding of integration architecture, APIs, middleware, and data quality best practices.
* Knowledge of accessibility, privacy, and cyber security considerations in digital environments.
Desirable
* Microsoft Certifications in D365 Customer Service and Power Platform
* Experience in public sector, local government, or customer service-focused organisations
* Familiarity with human-centred design, omnichannel customer service, and service design principles
Apply by submitting your cv through the link below or email Leonie.woodfine@randstad.com.au
At Randstad Digital, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.