Microsoft Dynamics 365 Business Analyst; Consultant II

Role description Microsoft Dynamics 365 Business Analyst Norwich, United Kingdom Full time, permanent

We are seeking a senior Microsoft Dynamics 365 Business Analyst with minimum of 15 years of IT experience and a strong background in CRM, business analysis, and process optimisation. The role focuses on translating business needs into effective Dynamics 365 CRM and Power Platform solutions, supporting large-scale CRM modernisation and digital transformation initiatives.

• Lead end-to-end business analysis across Dynamics 365 CRM programmes
• Engage stakeholders to capture requirements, facilitate workshops, and define as-is / to-be processes
• Translate business needs into functional requirements, user stories, and acceptance criteria
• Provide functional expertise across Dynamics 365 CRM modules:
  • Sales
  • Customer Service
  • Customer Insights / Marketing
  • Field Service (where applicable)
• Define standards for:
  • Business Process Flows
  • Case management, SLAs, queues
  • Forms, views, dashboards, and automations
  • Identify optimisation and automation opportunities using:
• Dynamics 365 native capabilities
• Power Platform (Power Automate, Power Apps)
• Support Agile / SAFe / hybrid delivery, including backlog refinement and UAT
• Promote an OOB-first approach with controlled customisation

• Minimum of 15 years' IT experience with strong Business Analyst background
• Proven experience delivering Microsoft Dynamics 365 CRM solutions
• Strong understanding of:
  • CRM business processes
  • Dataverse concepts and data models
  • CRM security and role models
  • Experience working on large, complex CRM programmes

• Power Platform experience (Power Apps, Power Automate, Power BI)
• Experience in regulated industries (Banking, Insurance, Healthcare)
• Exposure to integrations and enterprise architecture discussions
• Microsoft Dynamics 365 / Power Platform certifications

• Tools: Dynamics 365 CRM, Dataverse, Power Platform, Azure Dev Ops, Jira, Confluence
• Skills: Business Analysis, Requirements Engineering, Process Modelling, Data Analysis, Change Management

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