Career Area: Technology, Digital and Data

Job Description

The Microsoft Dynamics 365 Business Analyst is responsible for serving as the functional bridge between the business and development teams. This role is responsible for gathering and analyzing business requirements, translating them into functional design documents, supporting implementations, and driving user adoption across Dynamics 365 modules (e.g., Customer Service, Contact Center, and Sales). The Business Analyst works closely with stakeholders across Cat Digital Customer Service, partnering with Dynamics 365 Developers and external partners to deliver scalable, well-documented, and valued-driven solutions.

Key Responsibilities

Business Analysis Requirements

- Document business requirements, functional specifications, process flow current state and future state, and gap analyses
- Translating business needs into transparent, actionable functional requirements for Dynamics 365 solutions that adhere with best practices
- Partner with business stakeholders to understand processes, pain points, and improvement opportunities
- Lead requirements gathering sessions, workshops, and demonstrations

Solution Delivery Collaboration

- Work closely with Dynamics 365 Developers to clarify functional requirements and validate technical designs
- Support system testing, including unit testing, integration testing, and User Acceptance Testing (UAT)
- Assist with deployment planning, cutover activities, and post go live stabilization




- Coordinate with vendors and business partners as needed

User Adoption Change Management

- Develop user training materials, documentation, and process guides
- Conduct end user training sessions and knowledge transfer
- Act as a trusted advisor to business users, ensuring solutions are well understood and adopted
- Provide ongoing functional support and continuous improvement recommendations.

Documentation Governance

- Maintain functional documentation, process maps, and solution designs
- Ensure solutions align with IT standards, security requirements, and long term system strategy

Experience

- Bachelor s degree
- 3+ years experience as a Business Analyst or Functional Analyst supporting Microsoft Dynamics 365 or similar CRM or Customer Service platforms

- 3+ years experience with requirements gathering, functional design, and UAT
- Familiarity with Power Platform (Power BI, Power Apps, Power Automate)
- Ability to translate business needs into clear functional specifications
- Excellent communication skills with both technical and non technical audiences
- Strong analytical and problem solving skills
- Ability to balance business needs with system capabilities
- Organized, detail-oriented, and documentation-driven

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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