Job Title: NYC311 Business Analyst
Location: Brooklyn, NY 11201 (Hybrid – 3 Days Onsite / 2 Days Remote)
Duration: 12 Months (Extension Possible)
Experience: 8+ Years
Local Candidates Only
Mandatory Requirement:
State / City Government client experience is REQUIRED (profiles without this will not be considered)
Job Summary:
NYC311 is seeking a Business Analyst to support the Customer Service Management System (CSMS). The role involves requirements elicitation, acting as a liaison between business and technical teams, validating solutions, and supporting UAT and demonstrations.
Key Responsibilities:
Elicit, analyze, and document business and functional requirements
Act as liaison between Business, Development, Testing, and Support teams
Provide SME support in Microsoft Dynamics CRM
Translate business needs into functional and technical requirements
Assist in solution design and ensure alignment with best practices
Support User Acceptance Testing (UAT) and validate application functionality
Manage defect triage during testing cycles
Create and maintain documentation (user stories, use cases, design docs)
Work with stakeholders to obtain sign-off on requirements
Ensure application meets end-user expectations
Required Skills:
8+ years of experience as a Business Analyst
Minimum 8 years working with Microsoft Dynamics CRM
Strong experience in CRM lifecycle (at least 2 implementations)
Knowledge of CRM Configuration, Customization, Workflow, Integration
Experience with multi-channel solutions (Portal, Mobile Apps, CRM)
Strong experience with SDLC methodologies (Agile/Waterfall)
Experience with Azure DevOps or similar tools
Strong communication and stakeholder management skills
Desirable Skills:
Experience with Power Pages (Dynamics Portal)
Experience with large-scale system integrations
Cloud-based CRM experience
Microsoft Dynamics CRM certifications
Knowledge of NYC Government environment
Education:
Bachelor’s degree in IT / Business / related field
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