* Collaborate with business stakeholders (Business BA's) to understand business requirements and translate them into functional specifications for Microsoft Dynamics 365 CRM.
* Conduct workshops, interviews, and surveys to collect detailed requirements and ensure alignment with business objectives.
* Document business processes, workflows, and pain points to recommend effective solutions.
* Solution Design & Implementation:
* Work closely with technical team to design CRM solutions that meet business needs and improve business processes.
* Configure and customize Microsoft Dynamics 365 CRM applications as required (e.g., entities, forms, views, workflows, business rules).
* Participate in the testing of the Dynamics 365 CRM solution to ensure it meets functional and non-functional requirements.
* Project Management & Stakeholder Communication:
* Assist in managing CRM implementation project, ensuring that timelines, deliverables, and expectations are met.
* Participate in Daily Scrum calls and give updates on project deliverables. The person should conduct backlog grooming sessions with technical team, review test cases and answer technical team queries in Q&A sessions.
* Develop and maintain strong relationships with key business stakeholders to ensure smooth communication and project success.
* Provide ongoing support during and after deployment, helping users with troubleshooting and ensuring user adoption.
* Provide insights into CRM best practices, offering guidance on optimizing processes and maximizing the capabilities of Dynamics 365 CRM.
* Recommend enhancements and customizations to Dynamics 365 CRM based on evolving business needs and emerging trends.
* Data Analysis & Reporting:
* Work with business users to create and manage reports, dashboards, and analytics within the Dynamics 365 CRM platform.
* Monitor data integrity and ensure the CRM system remains accurate, up-to-date, and effective for reporting.
Required Skills and Qualifications
* Preferred: Post Graduate degree in business administration, Information Systems, or a related field.
* 10+ years of experience as a Business Analyst, with a focus on Microsoft Dynamics 365 CRM.
* Strong knowledge of Microsoft Dynamics 365 CRM modules (Sales, Service, Marketing, etc.).
* Preferred: Experience in configuring and customizing Dynamics 365 CRM (e.g., entities, workflows, forms, security roles).
* Familiarity with Power Platform (Power Apps, Power Automate) and JIRA tool.
* Excellent analytical and problem-solving skills with the ability to document and interpret business requirements.
* Strong communication skills with the ability to engage and influence stakeholders at all levels.
* Experience in Agile/Scrum methodologies is desirable.
Preferred Skills
* Microsoft Dynamics 365 CRM certifications (e.g., MB-200, MB-220).
Soft Skills
* Strong interpersonal and communication skills to work effectively with cross-functional teams.
* Ability to prioritize and manage multiple tasks in a fast-paced environment.
* Strong attention to detail and the ability to understand complex business needs.
* Self-motivated, proactive, and comfortable working in a dynamic environment.
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