Job Description

Business Process Analyst – Microsoft Dynamics 365 CRM

Experience Required:

10+ years of relevant experience.

Summary:

This position is responsible for defining and redefining business processes related to customer-impacting journeys, particularly in call center and digital environments, leveraging Microsoft Dynamics 365 CRM (D365). The role involves capturing business requirements, identifying testing scenarios, coordinating with technology architects, and facilitating cross-platform integrations across CRM, SAP, digital platforms, BI, Qlik, and others. The position requires strong communication, organizational, and leadership skills to work with a diverse team of business and technical stakeholders, with delivery of multiple releases throughout the year.

Responsibilities & Expectations:

• Define and revise business processes related to customer journeys and call center operations in Microsoft Dynamics CRM (D365).
• Capture business requirements, identify testing scenarios, and perform other business process analyst functions.
• Coordinate with technology architects to define solutions for build or purchase decisions.
• Identify and facilitate the architecture and design of cross-platform integrations involving CRM, SAP, digital platforms, BI, Qlik, and others.
• Collaborate with IT Business Partner Team, customer operations (call center, digital, back office), consulting, customer experience SMEs, and IT technical teams (architects, developers, integration and data experts).
• Support various initiatives, including CRM-related enhancements, billing improvements, digital experience integrations, customer growth initiatives, and business process automation.
• Work within an accelerated timeframe to deliver multiple releases throughout the calendar year.
• Coordinate with Project Managers, IT Business Partners, and Architects on initiative planning and execution.
• Contribute to process improvements integrating Microsoft Dynamics 365, SAP, and other platforms.
• Travel to King of Prussia, PA or other locations may be required at key project stages (design, architecture, go-live); local/regional preferred but remote work is possible.

Key Initiatives Supported:

• CRM-related call center enhancements.
• Billing and digital experience improvements.
• New customer growth-related processes and automation.
• CRM-SAP-Field end-to-end business process flows.
• Active Directory tenant migration for CRM.

Skills & Tools:

• Experience working in a hybrid waterfall/agile environment.
• Ability to manage and contribute to multiple projects simultaneously.
• Familiarity with Microsoft DevOps for project management.
• Proficient in Slack for collaboration and communication.
• Excellent verbal, written, graphical, and document-centric communication skills.
• Ability to lead discussions and drive initiatives under guidance from a Program Manager or independently.
• Strong organizational and time management skills.

Job Tags

Similar Jobs