CRM Solutions Analyst: Dynamics 365 & ServiceNow

Tata Consultancy Services; Boise (ID); On-site; USD 64,000 - 105,000; Full time

Job summary

Tata Consultancy Services in Boise, Idaho, seeks a seasoned Business Analyst to drive CRM initiatives across Microsoft Dynamics 365 and ServiceNow, translating complex requirements into actionable specifications and ensuring stakeholder alignment.

You will conduct workshops, document BRDs and use cases, support testing and deployment, and collaborate with cross‑functional teams to optimize processes and adoption, delivering measurable business outcomes.

Qualifications

• Experience leading CRM projects with documented BRDs and user stories.
• Ability to translate business needs into functional specifications.
• Strong workshop facilitation and stakeholder communication.
• Familiarity with BPMN and process optimization.

Responsibilities

• Conduct workshops and requirement-gathering sessions.
• Analyze business processes and identify optimization opportunities.
• Document BRD, FSD, Use Cases and translate requirements to specs.
• Facilitate backlog grooming, sprint planning, and UAT.
• Support testing and deployment activities.

Skills

CRM Requirements Gathering

Stakeholder Management

Process Modeling

Workshops & Facilitation

Documentation (BRD,FSD,Use Cases)

Tools

Microsoft Dynamics 365 CRM

ServiceNow

Power Platform

Power Automate

Azure Integration Services

REST/SOAP APIs

Job description

Tata Consultancy Services in Boise, Idaho, seeks a seasoned Business Analyst to drive CRM initiatives across Microsoft Dynamics 365 and ServiceNow, translating complex requirements into actionable specifications and ensuring stakeholder alignment.

You will conduct workshops, document BRDs and use cases, support testing and deployment, and collaborate with cross‑functional teams to optimize processes and adoption, delivering measurable business outcomes.