Consultant II

10+ years of overall IT experience with 6+ years as a Business Analyst on Microsoft Dynamics CRM / D365 CE Strong understanding of CRM business processes (Sales, Service, Case Management) Hands‑on experience with requirement documentation and user story creation Experience working in Agile delivery models Excellent stakeholder communication and documentation skills

Process Mapping & Solution Design

Analyze and optimize existing business processes using BPMN / workflow diagrams. Design functional solutions leveraging Dynamics 365 configuration, automation, and standard features. Support customization decisions while ensuring alignment with best practices and platform standards.

Dynamics 365 Functional Expertise

Work across Dynamics 365 CE modules:

Sales (Leads, Opportunities, Accounts, Forecasting) Customer Service (Cases, SLAs, Queues, Knowledge Base) Field Service / Marketing (as applicable)

Support data migration validation, field mapping, and data quality checks.

Collaborate on integrations with external systems (ERP, portals, third‑party tools) Business Analysis & Requirement Management

Lead end‑to‑end requirement gathering through workshops, interviews, and stakeholder discussions. Create and maintain BRDs, FRDs, user stories, use cases, and acceptance criteria. Perform gap analysis between business needs and Dynamics 365 out‑of‑the‑box capabilities. Translate business requirements into clear functional designs for technical teams.

Good to Have

Experience in banking, financial services, insurance, or large enterprise CRM programs Exposure to Power Platform (Power Automate, Power Apps) Experience in CRM migration or transformation programs Dynamics 365 or Business Analysis certifications (preferred)

Soft Skills

Strong analytical and problem‑solving abilities Ability to manage multiple stakeholders and priorities Excellent verbal and written communication Proactive, detail‑oriented, and delivery focused

Stakeholder & Delivery Support

Act as a trusted advisor to business and product owners. Facilitate sprint ceremonies and backlog grooming (Agile/Scrum). Support change management, training, and post‑go‑live hypercare. Coordinate with onshore/offshore teams for smooth delivery.

business analysis,business process modeling,change management,data analysis,