About the role

What will you do at SBS Consulting INC?

Business Analyst – Microsoft Dynamics 365 CRM

Hourly Rate: $65-$75 an hour on w2

About the Role

We are seeking an experienced Business Analyst with strong Microsoft Dynamics 365 CRM expertise to help organizations transform customer engagement, case management, and business processes. This role works closely with business stakeholders, technical teams, and project leadership to gather requirements, map processes, and ensure successful delivery of Dynamics 365 solutions.

Responsibilities

Lead requirements gathering workshops and stakeholder interviews
Create business process maps (current state and future state)
Document business, functional, and technical requirements
Develop user stories, use cases, and acceptance criteria
Perform fit-gap analysis and recommend solution approaches
Support Dynamics 365 configuration, workflow design, and testing activities
Create and maintain requirements traceability matrices
Coordinate User Acceptance Testing (UAT)
Support training, adoption, and business readiness activities
Collaborate with project managers, solution architects, and development teams throughout delivery lifecycles [Business_A...namics CRM | Word]

Qualifications

5+ years of Business Analyst experience
Experience with Microsoft Dynamics 365 CRM/Customer Engagement solutions
Experience with requirements elicitation, process improvement, and documentation
Strong stakeholder management and communication skills
Experience supporting UAT, training, and go-live activities
Utility, public sector, or customer service industry experience preferred
Preferred Skills
Dynamics 365 Customer Service
Power Platform (Power Automate, Power Pages, Power Apps)
Agile and Waterfall methodologies
Contact center or customer service transformation experience
Business process re-engineering expertise

Which skills does this role require?

Business AnalysisMicrosoft Dynamics 365 CRMRequirements ElicitationProcess ImprovementStakeholder ManagementCommunication SkillsUser Acceptance TestingTrainingFit-gap AnalysisWorkflow DesignTesting ActivitiesBusiness AnalystCustomer EngagementCase ManagementBusiness ProcessesRequirements GatheringProcess MappingUser StoriesUse CasesAcceptance CriteriaConfigurationTestingAdoptionBusiness ReadinessPublic SectorUtilitiesStakeholder InterviewsDocumentationSolution Approaches

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