Senior D365 CE CRM Business Analyst

Pearson Carter; Stockport; On-site; GBP 40,000 - 55,000; Full time

Job summary

A consulting firm in Stockport seeks a Business Analyst to lead projects focusing on CRM solutions. Responsibilities include requirement gathering, process analysis, and stakeholder engagement. The ideal candidate will have experience with Microsoft Dynamics 365 CRM and will be responsible for ensuring successful implementation and optimization of CRM systems. This role emphasizes continuous improvement and technology adoption.

Qualifications

• Experience in leading functional workshops with stakeholders.
• Ability to draft solution designs and manage user stories.
• Proven track record in CRM implementation and optimization.

Responsibilities

• Perform responsibilities of a Business Analyst including requirement gathering.
• Lead workshops to capture requirements and validate processes.
• Monitor user stories through sprint stages and manage delivery timelines.

Skills

Requirement gathering

Process analysis

CRM solution support

Stakeholder engagement

Tools

Microsoft Dynamics 365 CRM

Job description

• Perform all responsibilities of a Business Analyst, including requirement gathering, process analysis, and CRM solution support.
• Lead functional workshops with stakeholders to capture requirements, validate processes, and align on proposed solutions.
• Draft solution designs and update user stories to reflect agreed functionality and system configuration.
• Support production of high-level solution overview (HLSO) documentation at the conclusion of the Discovery phase.
• Monitor and ensure user stories progress correctly through sprint stages and associate requirements with specific sprints to meet delivery timelines.
• Proactively prepare future sprint user stories with clients to ensure readiness for build by consultants.
• Challenge stakeholder suggestions that fall outside best practices or exceed the defined project scope, providing alternative recommendations where appropriate.
• Discuss proposed changes with clients and elevate scope impacts or delivery risks to the Project Manager for resolution
• CRM Solution Implementation & Optimisation
• Work with development teams to design, configure, and implement Microsoft Dynamics 365 CRM solutions.
• Advise on CRM configuration and customisation aligned with client objectives and industry best practices.
• Maintain data integrity and support advanced reporting, dashboards, and system enhancements.
• Lead process mapping, data modelling, and gap analysis to inform solution design and process optimisation initiative
• Testing, Training & Change Management:
• Oversee test case development and User Acceptance Testing (UAT), ensuring solutions meet functional requirements and quality standards.
• Support creation and delivery of training sessions, user guides, and workshops for end-users.
• Advise on change management strategies to drive adoption of CRM systems and process improvements.
• Technology & Continuous Improvement
• Stay current with emerging CRM and Microsoft technologies, evaluating their relevance and benefits for clients.
• Promote innovative solutions to improve client processes, efficiency, and technology adoption.
• Person Profile CRM & Microsoft Ecosystem
• Microsoft Dynamics 365 CRM (Customer Service, Sales, Field Service, Customer Insights, Contact Centre, PSO/PSA)