Dynamics 365 Business Analyst

Dynamics 365 Business Analyst

About the role

As a Dynamics 365 Business Analyst, you will make an impact by translating business requirements into scalable customer service solutions within Microsoft Dynamics 365. You will serve as the bridge between business stakeholders and delivery teams, helping organizations optimize customer service operations, improve agent productivity, and enhance customer experiences.

You will be a valued member of the Dynamics 365 delivery team and work collaboratively with business stakeholders, product owners, solution architects, developers, quality assurance teams, and project managers throughout the entire project lifecycle.

In this role, you will:

• Lead requirements gathering workshops and discovery sessions to understand business needs and define scalable Dynamics 365 Customer Service solutions.
• Analyze business processes, perform fit-gap assessments, and create functional designs, user stories, acceptance criteria, and process documentation.
• Configure and support Dynamics 365 Customer Service capabilities, including case management, routing, queues, SLAs, entitlements, knowledge management, and agent productivity tools.
• Collaborate with technical teams on integrations, data migration, reporting, security design, testing, deployment, and release readiness activities.
• Drive user acceptance testing (UAT), support stakeholder adoption, develop training materials, and provide post-go-live support to ensure successful business outcomes.

Work model

We strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a remote position open to qualified applicants across Nearshore locations. Regardless of your working arrangement, we are here to support a healthy work-life balance through our various wellbeing programs.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you're engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

What you need to have to be considered

• Bachelor's degree in Information Technology, Business, Engineering, or a related field, or equivalent professional experience.
• 5+ years of experience as a Business Analyst, including 3+ years working with Microsoft Dynamics 365 Customer Engagement (CRM).
• Experience delivering at least two end-to-end Dynamics 365 Customer Service implementations.
• Strong knowledge of customer service processes, including case management, queues, routing, SLAs, entitlements, and knowledge management.
• Hands-on experience configuring Dynamics 365, including forms, views, business rules, Power Automate workflows, and security roles.
• Experience working within Agile delivery environments and using Azure DevOps, Jira, or similar backlog management tools.
• Strong stakeholder management, communication, facilitation, and problem-solving skills.

These will help you stand out

• Experience implementing Omnichannel for Customer Service, including chat, voice, SMS, social messaging, unified routing, and chatbot-to-agent handoff.
• Microsoft certifications such as PL-200, MB-230, PL-900, or equivalent Dynamics 365 and Power Platform certifications.
• Experience with Dynamics 365 Contact Center, Copilot for Customer Service, or Customer Insights.
• Familiarity with Power Platform solutions, including Power Apps, Power Automate, Power BI, and Dataverse.
• Experience integrating Dynamics 365 with telephony, contact center, ERP, and third-party enterprise applications.
• Knowledge of CRM data migration, APIs, Azure integration patterns, and enterprise solution architecture.
• Experience working in enterprise-scale environments, regulated industries, or global delivery models.

We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role