Job Description
Role: Business Analyst CRM Service & ERP Integration
Location:
Remote / Onsite (as required) Germany/EMEA
Role Summary
Supports business analysis activities for a Dynamics 365 Field Service rollout, covering requirements, process design,3rd party application integrations, documentation, testing, and coordination with business and technical teams.
Key Responsibilities
- Elicit, document, and manage requirements for the global rollout (BRD, epics/user stories, acceptance criteria) and maintain a prioritized backlog.
- Understand and support Dynamics 365 Customer Service processes, including:
- Case management, SLAs, routing/queues, knowledge, and (if applicable) Field Service work orders, bookings, and schedule board.
- Assist in documenting 3rd party integrations, data flows, and power automate flows (interfaces, ownership, frequency, and error handling), including:
- Customer and account master data (multiple ERPs/regions)
- Asset data
- Service transactions (cases, work orders, parts, invoicing signals as applicable)
- Facilitate workshops and process mapping (As-Is / To-Be), including gap analysis and alignment across regions.
- Partner with Solution Architects and developers to translate business needs into functional designs (user stories, acceptance criteria, process flows, and non-functional requirements).
- Create and maintain data mapping and integration specifications in collaboration with integration teams (API/ETL/middleware), and support interface testing.
- Prepare test scenarios/scripts and Conduct and Support UAT with Business stake holders; triage defects, create bugs, coordinate fixes, and validate resolutions.
- Support deployment readiness, cutover activities, and post-go-live hyper care (issue analysis, workarounds, and continuous improvement).
- Contribute to change management: create user-facing documentation, support training, and ensure adoption across regions.
Skills & Experience
- 3 6 years as a Business Analyst
- Hands-on experience with Microsoft Dynamics 365 (Customer Service; Field Service is a plus) in an implementation/rollout context.
- Understanding of ERP concepts and downstream impacts (customers, assets, pricing/parts, billing/invoicing signals), ideally across multiple ERPs/regions.
- Experience with integrations and data flows (APIs, middleware/ETL, data mapping, interface testing, and basic troubleshooting).
- Agile delivery experience and tooling (Azure DevOps or Jira; ability to write clear user stories and acceptance criteria).
- Strong stakeholder management and facilitation skills (workshops, process mapping, and alignment across business/IT).
- Testing experience (UAT), including test scenario creation, defect triage, and traceability from requirements to testing.
- Strong documentation and communication skills
Best Fit Profile
- Execution-focused
- Good functional understanding
- Growth oriented evolving towards solution design
Nice to Have
- ITIL/service operations knowledge
- Dynamics 365 Field Service\Customer Service concepts
- Power Platform exposure (Power Automate/Power Apps) and basic Dataverse understanding
- Experience with global rollouts (multi-country, multi-language, regional process variations)
NJTECH is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
NJTECH is a globally managed IT service, IT consulting and Business solutions partner. Our "High Performance Business" strategy builds our expertise in technology and consulting. Our offshore consulting plays a major role in helping clients to achieve their objectives in the highest level; ultimately creating sustainable value to customers. Come, transform your career with us and be a part of our high-performing team.
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