Job Title: Business Analyst - Microsoft Dynamics 365 Customer Service & Marketing
Location: Remote
Position Overview:
Responsible for analyzing business processes, gathering requirements, and delivering solutions within the Dynamics 365 ecosystem. Will partner closely with business stakeholders, technical teams, and vendors 1 specifications and ensure successful deployment and adoption of Dynamics 365 Customer Service and Marketing applications.
Key Responsibilities
Business Analysis & Requirements Gathering
Engage with business stakeholders to understand challenges, processes, and goals across Customer Service and Marketing functions.
* Conduct workshops, interviews, and requirement elicitation sessions.
* Document business requirements, functional specifications, user stories, and acceptance criteria.
* Analyze current processes and recommend improvements aligned with Dynamics 365 capabilities.
Solution Design & Configuration
* Collaborate with solution architects and technical teams to design scalable Dynamics 365 solutions.
* Configure Dynamics 365 Customer Service (Cases, Queues, SLAs, Entitlements, Knowledge Base, Omnichannel, etc.).
* Configure Dynamics 365 Marketing (Journeys, Segments, Real-Time Marketing, Lead Management, Event Management).
Support creation of prototypes, demos, and proof-of-concepts.Project Execution & Delivery
* Serve as liaison between business and technical teams to ensure clarity of requirements.
* Support data migration activities including mapping, data quality validation, and testing.
Participate in system testing, AT planning, execution, and defect resolution.
* Assist in deployment activities, training, and user adoption strateaies.
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