Job Title: Microsoft Dynamics CRM Business Analyst SME
Duration: 12 Months
Work Mode: Hybrid: (3 days in office/2 days remote)
Remote: Monday- Friday; 9-6
Location: 2 MetroTech, 4th Floor, Brookly, NY
Job Summary: The Business Analyst will be responsible for capturing business requirements for 311 CSMS because of enhancements and defect fixes among other things. Responsibilities include eliciting, understanding, and documenting business requirements, translating those requirements into functional requirements, verifying that the application matches those requirements, and ensuring that the application meets end user expectations.
Key Responsibilities:
- Provide Subject Matter Expertise in Microsoft Dynamics CRM.
- Understand the business needs, elicit and document business requirements
- Conceptualize and design best-practice solutions that leverage product and industry knowledge, as directed by requirements.
- Communicate requirements and designs to business, development, testing and training teams; manage updates.
- Provide insight into designs, verify test conditions and assist with User Acceptance Testing and Demonstrations.
- Validate that the application fulfils requirements and meets end user expectations.
- Manage defect triage during internal and external testing events.
- Develop and maintain any additional supplemental documentation, artifacts and deliverables generated in the Analysis & Design phase, as dictated by OTI’s project/product methodologies, standards and guidelines.
- Work with project managers, product managers and product owners to obtain consensus and signoff on requirements deliverables.
Mandatory Skills/Experience Required:
- 12+ years of experience conducting business analysis and requirement elicitation
- Experience working with Microsoft Dynamics CRM.
- Experience developing requirements for multi-channel solution (ex. CRM application, online Portal, native Mobile Apps (iOS, Android).
- Deep know-how and proven record of Microsoft Dynamics CRM implementation life-cycle (participated in at least two implementations).
- Strong knowledge of Microsoft Dynamics CRM concepts (i.e. Configuration, Customization, Workflow, Integration etc.).
- Experience developing and employing functional project artifacts (Solution Designs, Use Cases, User Stories, Requirements Definitions, Process Definitions, User interface Design).
- Experience working with formal SDLCs, business analysis methodologies and major project management methodologies (Agile, Waterfall, etc.).
- Excellent oral and written communication/soft skills and the ability to clearly articulate to all project members and stakeholders; must be a team player who works well with technical and non-technical resources.
- Experience using SDLC management systems (like Azure DevOps) to capture and document requirements.
- Proficient computer user with experience using standard project tools including Microsoft Project, Excel and PowerPoint.
- Proven experience in defining requirements for solutions in multiple-entity environments (multiple agencies, business partners, etc.).
- Ability to take the initiative, be a decisive decision-maker and show confidence in decisions made.
- Ability to take strategic direction from executive management and participate in strategic planning activities throughout the lifetime of the project.
- Ability to see tasks through to completion without significant guidance.
Desirable Skills/Experience Required:
- Experience with Power Pages (Microsoft Dynamics Portal).
- Experience in performing Analysis and Design on large systems integration projects with multiple organizations.
- Experience with cloud-based CRM solutions.
- Strong writing skills.
- Microsoft Dynamics CRM certification(s).
- Team player who works well with technical and non-technical resources.
- Should be organized and good at managing deliverables, meeting notes, presentations and other documentation/communications.
- Knowledge of NYC Government culture.
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