Senior Analyst - Microsoft Dynamics Customer Service

As a Senior Analyst - Business Systems, you will be responsible for developing, deploying, and supporting business applications which automate exiting manual process and reporting for the assigned organization(s).

Responsibilities:

Lead end‑to‑end business requirement gathering with Customer Care, Operations, Sales, and Support teams, acting as the primary liaison between business and IT Facilitate workshops to capture current‑state and future‑state customer service processes, including case intake, resolution, escalation, and closure Translate business needs into clear, testable functional requirements and design artifacts (BRD, FRD, user stories) for Dynamics 365 Customer Service implementations Own functional design for Case Management, including creation, updates, SLAs, entitlements, queues, routing rules, and assignment logic Define and validate Business Process Flows (BPFs) to standardize case lifecycle and agent workflows Partner with solution architects to determine out‑of‑the‑box vs customization decisions and ensure fitment to Dynamics capabilities Support design of AI‑assisted triage and case deflection, including basic Power Virtual Agent (PVA) setup and routing logic Work closely with development and configuration teams in Agile delivery , participating in backlog grooming, sprint reviews, and Show‑and‑Tell demos Define and execute UAT scenarios, system integration test cases, and data validation , ensuring requirements traceability

Qualifications:

Bachelor's Degree - IT, Computer Science, or Supply Chain. 4-10 years experience required creating/developing and delivering/implementing commercial software (ERP, CRM) and technology solutions. 4-10 years experience in Microsoft Dynamics Customer Service module Knowledge of Microsoft Power platform (Dataverse, Power portals or Power pages, Power automate and Model driven app) is essential. Knowledge of HTML, Liquid templates, Javascript, Jquery and CSS. Excellent communication skills and a proven track record of working with business users and key stakeholders to analyse and translate business requirements into Design documents Certification in Microsoft Dynamics 365 for Customer Service or any other Dynamics modules or Power platform tools is an added advantage. Strong problem-solving skills and the ability to analyze workflow and processes. Experience in project management and planning. Ability to travel up to 25%. #LI-JB1