Must Have Technical/Functional Skills:
• Strong Business Analysis experience in CRM implementations.
• Expertise in Requirements Gathering and Documentation.
• Business Process Modeling (BPMN, Process Flows).
• Agile/Scrum methodologies.
• Stakeholder and Vendor Management.
• Data Analysis and Reporting.
• Experience with MS Dynamics ,ServiceNow,Logik.ai and Salesforce
Roles & Responsibilities
Business Analysis & Requirements Management
• Conduct workshops and requirement-gathering sessions with business stakeholders.
• Analyze current business processes and identify opportunities for optimization and automation.
• Document Business Requirements Documents (BRD), Functional Specifications (FSD), User Stories, Process Flows, and Use Cases.
• Translate business requirements into functional and technical specifications for development teams.
• Facilitate backlog grooming, sprint planning, and UAT activities.
CRM Solution Analysis
• Analyze and define business requirements related to Microsoft Dynamics 365 CRM modules.
• Work with stakeholders to design solutions for:
o Accounts & Contacts Management
o Lead & Opportunity Management
o Case Management
o Customer Service Processes
o Sales Automation
o Customer Insights and Reporting
• Support CRM process improvements and adoption initiatives.
ServiceNow Integration & Process Management
• Gather and document requirements involving ServiceNow workflows and integrations.
• Collaborate with ServiceNow and Dynamics teams to define end-to-end business processes.
• Ensure data consistency across CRM and ServiceNow platforms.
Stakeholder Management
• Act as the liaison between business users and technical teams.
• Present solution recommendations and facilitate decision-making discussions.
• Manage stakeholder expectations and communicate project status effectively.
Testing & Deployment Support
• Develop UAT scenarios and test cases.
• Support system testing, user acceptance testing, and defect resolution.
• Assist in change management, training, and deployment activities.
Required Skills
F unctional Skills
• Strong Business Analysis experience in CRM implementations.
• Expertise in Requirements Gathering and Documentation.
• Business Process Modeling (BPMN, Process Flows).
• Agile/Scrum methodologies.
• Stakeholder and Vendor Management.
• Data Analysis and Reporting.
Technical Skills
• Microsoft Dynamics 365 CRM (Mandatory)
o Sales
o Customer Service
o Customer Insights
o Power Platform (Power Automate preferred)
• ServiceNow (Mandatory)
o ITSM/Business Process Workflows
o Integration Requirements
o Case and Service Management Concepts
Nice to Have
• Salesforce (SFDC)
o Sales Cloud
o Service Cloud
• Power BI
• Azure Integration Services
• API-based Integrations (REST/SOAP)
• Copilot/AI-enabled CRM capabilities
Salary Range: $64,000 - $105,000 a year
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