Sr. Business Process Analyst with exp in Microsoft Dynamics CRM (D365)

Job Title: Business Process Analyst V

Working Location: King of Prussia, PA 19406

Working Model: Hybrid

Description:

This position requires 10+ years’ experience.

Job Duties include:

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