Role description
10+ years of overall IT experience with 6+ years as a Business Analyst on Microsoft Dynamics CRM / D365 CE
Strong understanding of CRM business processes (Sales, Service, Case Management)
Hands‑on experience with requirement documentation and user story creation
Experience working in Agile delivery models
Excellent stakeholder communication and documentation skills

Process Mapping & Solution Design
Analyze and optimize existing business processes using BPMN / workflow diagrams.
Design functional solutions leveraging Dynamics 365 configuration, automation, and standard features.
Support customization decisions while ensuring alignment with best practices and platform standards.

Dynamics 365 Functional Expertise
Work across Dynamics 365 CE modules:
- Sales (Leads, Prospects, Accounts, Forecasting)
Customer Service (Cases, SLAs, Queues, Knowledge Base)
Field Service / Marketing (as applicable)
Support data migration validation, field mapping, and data quality checks.

Collaborate on integrations with external systems (ERP, portals,



third‑party tools)

Business Analysis & Requirement Management
Lead end‑to‑end requirement gathering through workshops, interviews, and stakeholder discussions.
Create and maintain BRDs, FRDs, user stories, use cases, and acceptance criteria.
Perform gap analysis between business needs and Dynamics 365 out‑of‑the‑box capabilities.
Translate business requirements into transparent functional designs for technical teams.

Good to Have
Experience in banking, financial services, insurance, or large enterprise CRM programs
Exposure to Power Platform (Power Automate, Power Apps)
Experience in CRM migration or transformation programs
Dynamics 365 or Business Analysis certifications (preferred)

Soft Skills
Robust analytical and problem‑solving abilities
Ability to manage multiple stakeholders and priorities
Excellent verbal and written communication
Proactive, detail‑oriented, and de

📌 Consultant Ii Bengaluru
🏢 UST
📍 Bengaluru