Microsoft Dynamics 365 Business Analyst

UST; Norwich; On-site; GBP 65,000 - 85,000; Full time

Job summary

A leading technology firm in the UK is looking for a senior Microsoft Dynamics 365 Business Analyst with at least 15 years of IT experience. This role involves translating business needs into effective Dynamics 365 CRM and Power Platform solutions, leading business analysis for CRM programmes, and engaging with stakeholders to define processes. Ideal candidates will have a strong business analyst background and experience with CRM business processes, as well as knowledge of Dataverse and Agile practices.

Qualifications

• Minimum of 15 years of IT experience with a strong Business Analyst background.
• Strong understanding of CRM business processes and Dataverse concepts.
• Experience with large, complex CRM programmes is required.

Responsibilities

• Lead end-to-end business analysis across Dynamics 365 CRM programmes.
• Engage stakeholders to capture requirements and define processes.
• Translate business needs into functional requirements and user stories.

Skills

Business analysis

CRM business processes

Stakeholder engagement

Process optimization

Agile methodologies

Tools

Dynamics 365 CRM

Power Platform

Job description

We are seeking a senior Microsoft Dynamics 365 Business Analyst with minimum of 15 years of IT experience and a strong background in CRM, business analysis, and process optimization. The role focuses on translating business needs into effective Dynamics 365 CRM and Power Platform solutions, supporting large‑scale CRM modernisation and digital transformation initiatives.

The Role:

• Lead end‑to‑end business analysis across Dynamics 365 CRM programmes
• Engage stakeholders to capture requirements, facilitate workshops, and define as‑is / to‑be processes
• Translate business needs into functional requirements, user stories, and acceptance criteria
• Provide functional expertise across Dynamics 365 CRM modules:
• Customer Service
• Customer Insights / Marketing
• Field Service (where applicable)
• Define standards for:
• Business Process Flows
• Forms, views, dashboards, and automations
• Identify optimisation and automation opportunities using:
• Dynamics 365 native capabilities
• Power Platform (Power Automate, Power Apps)
• Support Agile / SAFe / hybrid delivery, including backlog refinement and UAT
• Promote an OOB‑first approach with controlled customisation

What you will bring:

• Minimum of 15 years’ IT experience with strong Business Analyst background
• Strong understanding of:
• CRM business processes
• Dataverse concepts and data models
• CRM security and role models
• Experience working on large, complex CRM programmes

Nice to have skills:

• Power Platform experience (Power Apps, Power Automate, Power BI)
• Experience in regulated industries (Banking, Insurance, Healthcare)
• Exposure to integrations and enterprise architecture discussions
• Microsoft Dynamics 365 / Power Platform certifications