Overview
Skills
Job Details
Business Process Analyst:
Defining/redefining Business processes related to customer-impacting/customer journey/call
center-related customer journeys in Microsoft Dynamics CRM (D365)
Capturing business requirements, identifying testing scenarios and other functions as a BPA
Coordinate with technology architects to define solutions for build/purchase
Processes will cross multiple technologies including CRM, SAP, digital platforms, BI, Qlik
and others
Teammates will be customer operations (call center, digital, back office), consulting,
customer experience business SMEs along with IT technical people including architects,
developers, integration experts, data experts Accelerated timeframe with delivery various
releases throughout calendar 2023
Online digital self-service initiatives:
Enabling the definition/revision of Business processes related to customer-
impacting/customer journey/call center-related customer journeys in Microsoft Dynamics
CRM (D365)
Capture business requirements, identifying testing scenarios and other functions as a BPA
Coordinate with technology architects to define solutions for build/purchase
Identify and facilitate the architecture and design of the cross-tech platform integrations for
business processes will cross multiple technologies including CRM, SAP, digital platforms,
BI, Qlik and others
Teammates will be IT Business Partner Team, customer operations (call center, digital, back
office), consulting, customer experience business SMEs along with IT technical people
including architects, developers, integration experts, data experts
Accelerated timeframe with delivery various releases throughout calendar 2023
Various process improvements to integrated Microsoft Dynamics 365-SAP and other
platform integrations
Coordinate with Project Managers, IT Business Partners and Architects
366 Microsoft Dynamics 365 CRM Call center-related enhancements (large initiative)
368 Billing Improvements (small initiative) 373 Online digital experience integrations with CRM (small initiative)
509 New customer growth-related initiatives with CRM (small initiative)
1080 New customer business process flow E2E (CRM-SAP-Field) (medium size initiative)
1693 Automate the SoldTo/ShipTo creation of won commercial accounts (medium size
initiative)
Active Directory tenant migration for CRM (medium size initiative)
Required Qualifications:
Local/regional preferred but remote is possible with some travel to King of Prussia, PA or
other AmeriGas locations possibly required at key stages like design & architecture, go-live.
CRM-related initiatives
Working in a hybrid waterfall/agile environment
Ability to work on multiple projects at once
Microsoft DevOps to manage projects
Utilizing Slack for collaboration and communications instead of email-based work
Strong communicator across verbal, in person, graphical and document-centric formats
Able to lead discussions to drive initiatives with guidance from a Program Manager/Lead
and work independently as required
Strong organization skills
if Interested please revert back with updated cv.