Microsoft Dynamics 365 Functional Analyst

vCustomer Philippines, Inc.; Makati; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

vCustomer Philippines, Inc. is seeking a Microsoft Dynamics 365 Functional Analyst to partner with stakeholders and translate business needs into CRM solutions that improve customer experience and operations.

The role focuses on configuring Dynamics 365 CRM components, designing processes, and enabling automation with Power Automate. You will document requirements, perform testing, and support users across teams in an agile delivery environment.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business, or related field.
• 2+ years of hands-on experience with Microsoft Dynamics 365 CRM.
• Experience with Dynamics 365 Customer Service, Sales, or similar CRM modules.
• Strong understanding of CRM business processes and requirements analysis.
• Experience configuring Dynamics 365 entities, forms, views, business rules, workflows, and security roles.
• Familiarity with Dataverse, Power Automate, and Agile delivery practices.
• Strong analytical, communication, and stakeholder management skills.
• Experience with Dynamics 365 Customer Service Workspace and Omnichannel (preferred).
• Knowledge of Power Apps and broader Power Platform capabilities (preferred).
• Exposure to integrations, APIs, and data migration activities (preferred).

Responsibilities

• Gather, analyze, and document business requirements and user stories.
• Configure Dynamics 365 CRM components including tables, forms, views, dashboards, business rules, and security roles.
• Design and optimize customer service and CRM business processes.
• Support workflow automation using Dynamics 365 and Power Automate.
• Conduct functional testing, coordinate UAT, and validate delivered solutions.
• Provide end-user support, training, and troubleshooting.
• Collaborate with development teams to deliver scalable and sustainable CRM solutions.
• Drive continuous improvement initiatives to increase user adoption and operational efficiency.

Skills

Dynamics 365 CRM

Requirements analysis

Stakeholder management

Power Automate

Dataverse

Agile delivery

Education

Bachelor's degree in IT/CS/Business

Tools

Power Automate

Dataverse

Power Apps

Job description

About the role

We are seeking a Microsoft Dynamics 365 Functional Analyst to support and enhance Dynamics 365 CRM platform. This role partners closely with business stakeholders, product owners, and technical teams to translate business requirements into effective CRM solutions that improve customer experience and business operations.

Key responsibilities

• Gather, analyze, and document business requirements and user stories.

• Configure Dynamics 365 CRM components including tables, forms, views, dashboards, business rules, and security roles.

• Design and optimize customer service and CRM business processes.

• Support workflow automation using Dynamics 365 and Power Automate.

• Conduct functional testing, coordinate UAT, and validate delivered solutions.

• Provide end-user support, training, and troubleshooting.

• Collaborate with development teams to deliver scalable and sustainable CRM solutions.

• Drive continuous improvement initiatives to increase user adoption and operational efficiency.

About you

• Bachelor's degree in Information Technology, Computer Science, Business, or related field.

• 2+ years of hands-on experience with Microsoft Dynamics 365 CRM.

• Experience with Dynamics 365 Customer Service, Sales, or similar CRM modules.

• Strong understanding of CRM business processes and requirements analysis.

• Experience configuring Dynamics 365 entities, forms, views, business rules, workflows, and security roles.

• Familiarity with Dataverse, Power Automate, and Agile delivery practices.

• Strong analytical, communication, and stakeholder management skills.

• Experience with Dynamics 365 Customer Service Workspace and Omnichannel (preferred).

• Knowledge of Power Apps and broader Power Platform capabilities (preferred).

• Exposure to integrations, APIs, and data migration activities (preferred).