Business Analyst- CRM

Key Responsibilities

• CRM Systems Analysis & Configuration
• Analyze business processes and identify opportunities to improve efficiency using Dynamics 365 CRM
• Gather and document business and technical requirements, specifications, and solution designs
• Configure and administer Dynamics 365 CRM environments, including security roles, teams, business units, and solution management
• Support CRM release and application lifecycle management (ALM) practices
• Custom Development & Integrations
• Design, build, and maintain CRM customizations such as forms, views, business rules, workflows, plugins, and automation
• Develop and support integrations between Dynamics 365 and enterprise systems (e.g., ERP, data warehouse, eCommerce, marketing platforms)
• Implement and support Dual-write integrations between Dynamics 365 Customer Engagement and ERP platforms, including data mapping and issue resolution
• Design and support Power Pages (external portals) integrated with Dataverse
• Implement and support AI-enabled CRM capabilities (e.g., Copilot features, Azure AI services, intelligent automation) in alignment with business needs and data governance
• User Support, Training & Adoption
• Serve as a primary point of contact for CRM functional and technical support
• Triage, troubleshoot, and resolve incidents related to security, data access, automation, integrations, and reporting
• Create and maintain user documentation, job aids, and standard operating procedures
• Deliver user training, release communications, and support user acceptance testing (UAT)
• Data, Reporting & Analytics
• Develop and maintain CRM dashboards, views, charts, and reports
• Build and support Power BI reports and datasets leveraging CRM and enterprise data sources
• Ensure data quality through validation rules, monitoring, and periodic audits
• Translate reporting and KPI requirements into scalable analytics solutions
• Continuous Improvement
• Troubleshoot and resolve integration, automation, and reporting issues through root-cause analysis
• Propose and implement enhancements that improve system stability, usability, and adoption

Qualifications

• Bachelor’s degree in business administration, or related field preferred or equivalent experience (6-9 years of related experience)
• Strong experience with Microsoft Dynamics 365 CRM (Sales, Marketing, Customer Service)
• Experience configuring and administering CRM environments (security model, solutions, ALM)
• Experience with system integrations, APIs, and enterprise data flows
• Power BI reporting experience, including data modeling and DAX
• Working knowledge of ERP data concepts (customers, orders, products, pricing) and CRM/ERP integrations
• Strong troubleshooting, analytical, and documentation skills
• Ability to partner effectively with business users and technical teams