Business Analyst/Quality Assurance with Dynamic 365

Job Title: Business Analyst/ Quality Assurance (Dynamic 365)

Position Type: Contract (Remote)

Position Overview

We are seeking a versatile Dynamics 365 Customer Engagement (CE) Analyst to support our CRM platform across three key areas: Quality Assurance (40%), Business Analysis (40%), and Service Ticket Triage (20%). This role is ideal for someone who understands CRM processes, has strong analytical and communication skills, and enjoys working across user support, requirements gathering, and solution validation.

The Dynamics 365 CE Analyst will collaborate with business stakeholders, technical teams, and end users to ensure our CRM platform functions smoothly, meets business needs, and evolves with organizational priorities.

Key Responsibilities

Quality Assurance (40%)

• Develop, document, and execute test plans, test cases, and test scripts for CRM features and enhancements.

• Perform functional, regression, smoke, and UAT testing for Dynamics 365 CE.

• Validate integrations, workflows, plugins, and Power Automate flows.

• Track and document defects, ensuring accurate reproduction steps and clear resolution criteria.

• Participate in release cycles, supporting deployments and post-release verification.

Business Analysis (40%)

• Work with business stakeholders to gather, analyze, and document requirements, translating business needs into functional specifications.

• Create user stories, acceptance criteria, process flows, and system diagrams.

• Evaluate requests to ensure alignment with CRM best practices and out-of-the-box functionality.

• Support solution design discussions; propose CRM-native options when appropriate.

• Develop and maintain documentation, including process guides, system enhancements, and knowledge-base materials.

Service Ticket Triage (20%)

• Serve as the initial point of contact for D365 CE related incidents and requests.

• Diagnose issues related to permissions, data quality, workflows, configuration, or user error.

• Prioritize tickets based on business impact and urgency.

• Coordinate with internal technical teams or external partners for escalated issues.

• Maintain accurate ticket records and contribute to improved ticket-handling processes.

Required Qualifications

• 2+ years of experience with Dynamics 365 CE/CRM in a functional, analyst, or support role.

• Strong understanding of CRM concepts such as entities, forms, views, business rules, workflows, and security roles.

• Experience performing software testing within an enterprise application environment.

• Ability to write clear, structured documentation including requirements, test cases, and process flows.

• Familiarity with ticketing systems (e.g., ServiceNow).

• Excellent communication, analytical thinking, and problemsolving skills.

• High attention to detail with the ability to manage multiple priorities.

Preferred Qualifications

• Experience using Jira for requirements, test management, and release tracking.

• Exposure to Power Platform technologies (e.g., Power Automate, Power Apps, Dataverse).

• Basic knowledge of CRM data structures, API concepts, or TSQL.

• Experience working in Agile/Scrum environments.

• Prior involvement with CRM enhancement projects or system rollouts.