Marsh McLennan

CRM Functional Analyst - Microsoft Dynamics (Sales, Marketing & Case Management)

Marsh McLennan • $90K — $110K *
Dallas, TX 75217In-Person
Information Technology
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 3-5 years in CRM functional or business analyst roles, preferably with Dynamics 365/Power Platform.
  • Experience with Sales, Marketing, and Customer Service processes relevant to CRM.
  • Proficient in managing and documenting business requirements, user stories, and acceptance criteria.
  • Skilled in developing process flows and creating test plans/cases alongside user documentation.
  • Hands-on experience with Dynamics 365 configurations and Power Platform components (Power Automate, Power Apps).
  • Strong collaboration skills with technical and non-technical teams.
  • Excellent communication skills for diverse audiences.

Responsibilities

  • Partner with stakeholders to elicit and validate business requirements and user stories.
  • Translate requirements into functional designs and process flows for Dynamics 365.
  • Facilitate prioritization sessions with Product Owners and development teams.
  • Create and maintain functional specifications and configuration guides.
  • Support low-code customizations and validate configurations against requirements.
  • Define and execute test plans and user acceptance testing (UAT).
  • Develop user training materials and facilitate training sessions.

Benefits

  • Opportunity to engage in a global CRM program with cross-functional exposure.
  • Collaborative and dynamic work environment fostering professional growth.
Full Job Description
About the role We're seeking a hands-on CRM Functional Analyst to support a high-velocity, global program implementing and enhancing Microsoft Dynamics 365. You'll partner with business stakeholders and internal technology teams to translate business needs into clear, testable requirements, help prioritize and groom backlog items, validate deliveries through testing, and enable users through training and documentation. The ideal candidate has practical CRM experience across Sales, Marketing and Case/Service modules, strong communication skills, and the ability to manage multiple priorities across time zones.

Key responsibilities
  • Partner with business stakeholders (Sales, Marketing) to elicit, document, and validate business requirements, user stories, and acceptance criteria.
  • Translate business needs into functional designs and process flows for Dynamics 365 (Sales, Marketing, Customer Service/Case Management) and related integrations.
  • Facilitate grooming and prioritization sessions with Product Owners, Business SMEs, and Development/Integration teams.
  • Create and maintain functional specifications, process maps, screen mockups, and configuration guides.
  • Support configuration and low-code customization (forms, views, business rules, workflows, Power Automate flows, security roles) with Development and Admin teams; validate that configuration meets requirements.
  • Define, and execute test plans, test cases, and user acceptance testing (UAT); log and track defects and retests.
  • Assist with deployment activities and release validation across environments (Dev, Test, UAT, Prod).
  • Develop user training materials, quick reference guides, and run training sessions or demos for end users and administrators in collaboration with business and change partners.
  • Act as the liaison between business stakeholders and cross-functional technology teams to ensure timely delivery and issue resolution.
  • Monitor and track requirements, change requests, and program status; communicate progress and risks to stakeholders.
  • Participate in data migration, data quality validation, and deduplication efforts as needed.
  • Work effectively across distributed teams and time zones; be flexible with meeting times to accommodate stakeholders.

Required qualifications
  • 3-5 years of experience working in CRM functional or business analyst roles (preferred experience with Microsoft Dynamics 365 / Power Platform).
  • Practical experience across Sales, Marketing, and Case/Service (Customer Service) processes and how they map into CRM systems.
  • Proven ability to elicit, document, and manage business requirements, user stories, and acceptance criteria.
  • Experience creating process flows, functional specifications, test plans/cases, and user documentation.
  • Hands-on familiarity with Dynamics 365: forms, views, business rules, security roles, solution management, and common Power Platform components (Power Automate, Power Apps, CDS/Dataverse).
  • Strong collaboration skills; comfortable coordinating with developers, architects, data teams, QA, and business SMEs.
  • Excellent written and verbal communication skills; able to present complex topics to both technical and non-technical audiences.
  • Able to work in a fast-paced program, manage multiple priorities, and work across time zones (some flexibility in hours).
  • Strong attention to detail and a practical, delivery-focused mindset.

Preferred / nice-to-have
  • Experience with professional services firms in the insurance / consulting industry a plus
  • Experience integrating Dynamics with marketing automation and digital web platforms.
  • Familiarity with Agile delivery practices (Scrum, Kanban), backlog grooming, and Azure DevOps.
  • Experience with AI tooling and methodologies (generative AI, predictive analytics, conversational AI) applied to sales and marketing problems - ideally including prototyping, pilot execution, or translating AI outputs into CRM workflows and user experiences.
  • Experience with data migration tools (Scribe, KingswaySoft, SSIS) and data quality techniques.
  • Certification: Microsoft Certified: Dynamics 365 Fundamentals or related functional certifications.

Behavioral competencies
  • Collaborative and service-oriented: builds strong relationships with stakeholders and supports adoption.
  • Pragmatic problem-solver: focuses on practical solutions that deliver business value.
  • Adaptable and resilient: thrives in change and ambiguity typical of high-velocity programs.
  • Customer-focused: keeps end-user experience and adoption front and center.

What we offer
  • Opportunity to work on a high-impact, global CRM program with cross-functional exposure.
  • Collaborative, fast-paced environment with opportunities for professional growth.

About Marsh McLennan

Marsh McLennan Careers

Join the exceptional team at Marsh McLennan, a global leader in professional services, offering unparalleled job opportunities in insurance, risk management, and consultancy. As the company propels forward, it invites dedicated professionals to contribute to a culture of innovation, leadership, and growth.

Work You’ll Do

At Marsh McLennan, you will engage with complex challenges that push the boundaries of your skills and knowledge. Our team thrives on diversity and the shared goal of delivering impactful solutions to our clients worldwide. By joining us, you will be part of a culture that values diversity training and leadership development, ensuring every team member is equipped for success.

Explore Professional Growth

Marsh McLennan is committed to the professional growth of its employees. Whether you are seeking a position that offers a path to leadership or looking for robust internship programs to kickstart your career, Marsh McLennan provides the resources and global platform to propel your ambitions into achievements. Our benefits package is designed to support the well-being and continuous professional development of all staff, from entry-level to senior leadership roles.

Innovative Work Environment

Our company is at the forefront of industry innovation. The collaboration between experienced professionals and fresh talent generates dynamic solutions that keep Marsh McLennan at the cutting edge of the industry. Our team is encouraged to lead with creativity and embrace new ideas, driving the company’s legacy of pioneering industry-first solutions.

Join Our Team

Marsh McLennan is hiring! Explore the multitude of job opportunities on our careers page, from strategic advisory roles to operational excellence positions. We look for passionate, curious, and solution-driven team players. Enhance your career with Marsh McLennan, where your skills will be honed through challenging projects and high-impact strategies.

Networking and Career Advancement

Networking at Marsh McLennan opens doors to enriching connections and countless opportunities within the industry. Our professionals benefit from an environment that fosters networking through events, professional groups, and collaborative projects. With Marsh McLennan, career advancement is not just a possibility—it is an expectation.

Prepare for Your Interview

Ready to apply? Make sure your resume highlights your most relevant experiences and skills tailored to the position you are applying for. Our interview process is designed to understand your capabilities and fit with our team’s goals and values. Prepare to discuss how your background, experiences, and professional aspirations align with the opportunities at Marsh McLennan.

Stay Connected

Keep up to date with the latest from Marsh McLennan: - **Career Insights**: Gain insider perspectives and industry-leading insights through our careers blog. - **Job Alert Emails**: Personalize your subscription to receive job alerts and the latest news tailored to your preferences. Discover the rewarding career opportunities awaiting at Marsh McLennan, where your professional journey is just the beginning. Join us in shaping a future defined by insight, integrity, and innovation.
Learn more about Marsh McLennan
Size
83,000 employees
Market Cap
$82.6 billion
Industry
Finance & Insurance
Net Income
$2 billion
Founded
1914
5 Year Trend
+8.5%
Revenue
$17.2 billion
NASDAQ
MMC
* Ladders Estimates

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