Role Description
• 10+ years of overall IT experience with 6+ years as a Business Analyst on Microsoft Dynamics CRM / D365 CE
• Solid 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, Opportunities, 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 clear 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
• Solid analytical and problem‑solving abilities
• Ability to manage multiple stakeholders and priorities
• Excellent verbal and written communication
• Proactive, detail‑oriented, a
📌 Consultant II (Bengaluru)
🏢 UST
📍 Bengaluru