CRM Functional Analyst

About the role

The CRM Functional Analyst serves as the primary business-facing advisor for Microsoft Dynamics 365 CRM. This role works closely with sales, marketing, customer care, operations, and other business teams to improve processes, data quality & usability, increase user adoption, and maximize the value of the CRM platform. The ideal candidate combines strong business process analysis skills with hands-on Dynamics 365 experience. They understand how CRM should support business operations, are comfortable challenging existing processes, and can translate business requirements into solutions using standard Dynamics functionality whenever possible. This position is intended for a functional analyst who enjoys working with business stakeholders and improving processes and workflows. While the role includes hands-on Dynamics 365 configuration, it does not focus on software development, plugin development, or custom coding.

Responsibilities

• Partner with business stakeholders to understand processes, gather requirements, and recommend CRM solutions using Microsoft Dynamics 365 best practices.
• Analyze current workflows and identify opportunities to streamline, standardize, and improve business processes.
• Document current and future-state business processes and facilitate stakeholder alignment on proposed changes.
• Configure and maintain Dynamics 365 CRM components, including entities, forms, views, dashboards, and workflows.
• Monitor CRM adoption, data quality, and key performance indicators (KPIs) to measure business success.
• Train and coach users on CRM functionality, best practices, and process compliance.
• Develop user guides, training materials, and standard operating procedures.
• Create and execute testing plans for system updates and enhancements.
• Troubleshoot CRM issues and provide ongoing functional support.
• Communicate new system features, enhancements, and process updates across the organization.

Requirements

• 3-5 years experience in Dynamics 365 CRM, business systems analysis, functional support, process improvement, or business application support.
• Ability to facilitate workshops, lead discussions, and drive process improvements.

Qualifications

• Bachelor’s degree in Business, Information Systems, Business Analytics, Management Information Systems, or equivalent experience.

Skills

Additional value-added educational assets include experience working in the medical device industry, business process optimization, and organizational change management.