CRM Functional Analyst

MED-EL; Durham (NC); On-site; USD 90,000 - 120,000; Full time

Job summary

MED-EL is seeking a CRM Functional Analyst to serve as the primary business-facing advisor for Microsoft Dynamics 365 CRM. You will collaborate with sales, marketing, customer care, and operations to optimize processes, data quality, and user adoption, leveraging standard Dynamics functionality wherever possible.

The role blends business process analysis with hands-on Dynamics 365 configuration and is not focused on software development.

Qualifications

• 3-5 years of Dynamics 365 CRM experience.
• Experience facilitating workshops and leading discussions.
• Ability to translate business requirements into CRM solutions.
• Bachelor's degree in a related field or equivalent experience.

Responsibilities

• Partner with stakeholders to understand processes, gather requirements, and recommend CRM solutions using Dynamics 365 best practices.
• Analyze current workflows and identify opportunities to streamline, standardize, and improve processes.
• Document current and future-state processes and align stakeholders on changes.
• Configure and maintain Dynamics 365 CRM components including entities, forms, views, dashboards, and workflows.
• Monitor CRM adoption, data quality, and KPIs to measure business success.
• Train and coach users on CRM functionality and best practices.
• Develop user guides, training materials, and SOPs.
• Create and execute testing plans for system updates and enhancements.
• Troubleshoot CRM issues and provide ongoing functional support.
• Communicate new features and process updates across the organization.

Skills

Dynamics 365 CRM

Business systems analysis

Functional support

Process improvement

Business application support

Education

Bachelor's degree or equivalent

Job description

Description

The CRM Functional Analyst serves as the primary business-facing advisor for Microsoft Dynamics 365 CRM. This role works closely with sales, marketing, customer care, operations, and other business teams to improve processes, data quality & usability, increase user adoption, and maximize the value of the CRM platform.

The ideal candidate combines strong business process analysis skills with hands‑on Dynamics 365 experience. They understand how CRM should support business operations, are comfortable challenging existing processes, and can translate business requirements into solutions using standard Dynamics functionality whenever possible.

This position is intended for a functional analyst who enjoys working with business stakeholders and improving processes and workflows. While the role includes hands‑on Dynamics 365 configuration, it does not focus on software development, plugin development, or custom coding.

Job Type

Full-time

What You'll Do

• Partner with business stakeholders to understand processes, gather requirements, and recommend CRM solutions using Microsoft Dynamics 365 best practices.
• Analyze current workflows and identify opportunities to streamline, standardize, and improve business processes.
• Document current and future-state business processes and facilitate stakeholder alignment on proposed changes.
• Configure and maintain Dynamics 365 CRM components, including entities, forms, views, dashboards, and workflows.
• Monitor CRM adoption, data quality, and key performance indicators (KPIs) to measure business success.
• Train and coach users on CRM functionality, best practices, and process compliance.
• Develop user guides, training materials, and standard operating procedures.
• Create and execute testing plans for system updates and enhancements.
• Troubleshoot CRM issues and provide ongoing functional support.
• Communicate new system features, enhancements, and process updates across the organization.

Requirements

• 3-5 year’s experience in Dynamics 365 CRM, business systems analysis, functional support, process improvement, or business application support.
• Ability to facilitate workshops, lead discussions, and drive process improvements.
• Additional value-added educational assets include experience working in the medical device industry, business process optimization, and organizational change management.
• Bachelor’s degree in Business, Information Systems, Business Analytics, Management Information Systems, or equivalent experience.