Technical Business Analyst – Microsoft Dynamics 365 CRM

This is a fully remote position, open to applicants in Latin America.

📋 Description

• Collaborate with business, technology, and functional stakeholders to identify processes, challenges, objectives, and technological requirements.

• Spearhead requirements gathering through interviews, workshops, process evaluations, and analysis of current systems and documentation.

• Extract, assess, document, and validate business, functional, and non-functional requirements.

• Convert business needs into requirements, process flows, use cases, epics, user stories, and acceptance criteria.

• Identify and record business rules, exceptions, dependencies, assumptions, and gaps.

• Facilitate requirements walkthroughs, align stakeholders, and validate findings.

• Ensure requirements traceability throughout design, development, testing, and deployment phases.

• Assist in the design and implementation of business processes and capabilities within Microsoft Dynamics 365 CRM.

• Collaborate with functional consultants, architects, developers, and integration teams to transform requirements into solution designs.

• Evaluate requirements against standard Dynamics 365 features and pinpoint needs for configuration, customization, integration, or process changes.

• Support CRM functionalities including case management, customer service workflows, queues and routing, activities, customer/account information, and agent workflows.

• Aid in functional analysis throughout the complete SDLC, from discovery and design to development, testing, deployment, and stabilization.

• Partner with product owners and delivery teams to refine and prioritize the backlog and engage in Agile ceremonies.

• Clarify requirements during implementation and review delivered features against requirements and acceptance criteria.

• Assist with functional and integration testing, defect triage, UAT scenarios/test cases, and business acceptance.

• Contribute to deployment readiness, release validation, cutover, and post-go-live stabilization.

• Assess impacts of new functionalities, configuration changes, integrations, and system migrations.

• Act as the liaison between business stakeholders and technical teams.

• Lead workshops across various functions, regions, and organizational levels.

• Identify and communicate gaps, risks, dependencies, and escalation decisions.

• Coordinate across workstreams and technology teams to ensure comprehensive understanding of end-to-end requirements and dependencies.

• Maintain project documentation, including requirements, process flows, business rules, data mappings, decision logs, and traceability artifacts.

⛳️ Requirements

• A minimum of 5 years of experience as a Business Analyst, Technical Business Analyst, Business Systems Analyst, or a similar role supporting enterprise technology projects.

• Practical experience with Microsoft Dynamics 365 CRM in business analysis, functional analysis, or implementation.

• Strong background in eliciting, analyzing, documenting, and validating business and functional requirements.

• Experience with the entire SDLC, including design, development, testing, deployment, and stabilization.

• Capability to translate requirements into user stories, acceptance criteria, process flows, functional specifications, and related delivery artifacts.

• Proficient in understanding and documenting system integrations, data flows, mappings, dependencies, and business rules.

• Experience with CRM implementations, migrations, transformations, or significant platform enhancements.

• In-depth knowledge of Agile/Scrum practices and tools.

• Experience working in large, complex, matrixed organizations with globally distributed teams.

• Strong skills in stakeholder management, workshop facilitation, analysis, and problem-solving.

• Excellent verbal and written communication skills in English, adaptable to both technical and non-technical audiences.

• Preferred: Experience with Microsoft Dynamics 365 Customer Service, especially in Case Management.

• Preferred: Understanding of cases, queues, routing, SLAs, activities, escalation workflows, knowledge management, and agent experiences.

• Preferred: Experience in a Salesforce-to-Microsoft Dynamics 365 migration or CRM platform transformation.

• Preferred: Experience analyzing integrations between CRM platforms and enterprise applications, data platforms, APIs, middleware, or master data solutions.

• Preferred: Experience with data migration, data mapping, and CRM data conversion activities.

• Preferred: Experience supporting customer service, contact center, commercial, or customer experience processes.

• Preferred: Experience working in a regulated, global enterprise environment.

• Preferred: Familiarity with Azure DevOps, JIRA, Confluence, Visio, Lucidchart, Miro, or similar requirements/process documentation platforms.

• Successful candidates must undergo employment verification and background checks as part of the onboarding process.

🏝️ Benefits

• Competitive compensation paid in USD.

• 20 days of paid time off (PTO) annually.

• Opportunities for professional growth and career advancement.

• Company-provided equipment.

• A collaborative, inclusive, and multicultural work environment.

• The chance to engage in meaningful projects alongside a talented and supportive team.