Our office is located on a beautiful campus in Newport Beach, California.
Benefits Offered - 401K, Medical, Dental, Vision, Life, AD&D and more.
Salary range: $130,000 - $140,00 Depends on Experience
Summary:
The Microsoft CRM Lead Business Analyst is responsible for driving enterprise-wide business transformation initiatives leveraging Microsoft Dynamics 365 Customer Engagement (CRM) and the Power Platform. This role partners with business stakeholders and IT leadership to design, implement, and optimize CRM solutions across Sales, Customer Service, Field Service, and related functions.
The Lead Business Analyst acts as the primary bridge between business needs and technical delivery-translating strategic objectives into scalable, automated CRM solutions while ensuring successful adoption, governance, and continuous improvement.
The position, reporting to the Business Applications Manager, focuses on translating business strategy into improved, automated solutions.
Essential Duties and Responsibilities
Business Analysis & Stakeholder Engagement
• Partner with business leaders across Sales, Customer Service, and Field Operations to gather, document, and prioritize requirements
• Lead discovery sessions, process mapping, and gap analysis to identify optimization opportunities
• Translate business requirements into functional specifications and system design
• Serve as a trusted advisor to stakeholders on CRM capabilities and best practices
CRM Solution Design (D365 CE)
• Design and configure solutions across:
o Sales (Lead-to-Opportunity, pipeline management)
o Customer Service (cases, SLAs, knowledge management)
o Field Service (work orders, scheduling, asset management a Plus)
• Define end-to-end workflows leveraging D365 CE and Power Platform (Power Automate, Power Apps)
• Establish scalable data models, integrations, and automation strategies
• Ensure solutions align with enterprise architecture and roadmap
Process Optimization & Automation
• Identify opportunities to streamline customer-facing and service operations
• Lead automation of business processes using D365 workflows and Power Platform
• Drive standardization and scalability across business units
• Promote data-driven decision-making through improved CRM usage and insights
Delivery Leadership & SDLC
• Lead functional workstreams across CRM projects (implementations, enhancements, integrations)
• Coordinate with developers, architects, and external partners
• Manage scope, priorities, timelines, and risks for assigned initiatives
• Strong leadership presence and influence without authority
Governance, Security & Data Integrity
• Define and maintain CRM security roles, data governance, and access controls
• Ensure compliance with internal policies and audit requirements
• Establish standards for data quality, ownership, and lifecycle management
Training, Adoption & Support
• Develop end-user training materials and documentation
• Lead workshops and enablement sessions to drive adoption
• Provide Level 2 and 3 functional support and troubleshoot complex issues
• Identify adoption gaps and implement improvement strategies
• Champion change management efforts to ensure successful adoption of new processes, systems, and automation capabilities
Other duties as assigned.
Supervisory Responsibilities: This position has no supervisory responsibilities.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
Experience leading technology projects and coordinating cross-functional teams. Strong communication, planning and organizational skills. Experience working with technology vendors and consultants. Bachelor's degree preferred.
Preferred
• 5-8+ years of experience as a Business Analyst supporting CRM or enterprise applications
• 4+ years of hands-on Microsoft Dynamics 365 Customer Engagement (CRM) experience
• Exposure to AI-driven automation or advanced CRM capabilities
• Proven experience leading cross-functional projects and business transformation initiatives
Knowledge, Skills, and Abilities
• Deep functional knowledge of D365 Sales, Customer Service (Field Service a plus)
• Strong experience with Power Platform (Power Apps, Power Automate)
• Experience integrating CRM with ERP, Azure or third-party systems
• Strong analytical, documentation, and stakeholder communication skills
• Strategic thinking and business process transformation
• Problem-solving and decision-making in complex environments
• Effective communication with both technical and non-technical audiences
Computer Skills
Advanced skills in Microsoft Office applications, specifically Word, Excel and Outlook. Experience with Microsoft D365 software solutions. Knowledge of Microsoft Field Services systems is helpful. Experience with Power BI, AI, and Predictive Analytics a plus.
Language Skills: Possess excellent communications and customer service skills. Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
Computer Skills: Advanced skills in Microsoft Office applications, specifically Word, Excel and Outlook. Experience with Microsoft D365 software solutions. Knowledge of Microsoft Field Services systems is helpful. Experience with Power BI, AI, and Predictive Analytics a plus.
Certificates, Licenses, Registrations: None Required.
Competencies: To perform the job successfully, an individual should demonstrate the following behaviors:
Quality: Consistently produces high quality work (accurate, neat, and thorough). Strives to improve productivity, processes and quality. Demonstrates strong knowledge and skills related to the job. Presents a professional image with dress, demeanor, and manners. Maintains clean workspace, company equipment and company vehicles. Safety is a high priority; performs job safely.
Communication: Communicates clearly, concisely, effectively, professionally and timely. Exhibits good listening and comprehension skills. Keeps others appropriately informed and shares ideas even when unpopular. Listens to what others have to say. Maintains open and active communication with colleagues. Effectively uses knowledge and experience in asking, probing, and anticipating issues to ensure quality is provided.
Teamwork: Fosters the spirit of working with each other. Displays respect, courtesy, politeness, tact, and openness. Handles conflict in an appropriate and professional manner. Builds relationships, promotes cohesiveness, models collaboration with others. Considers impact and issues for our customer and other departments. Engages other impacted departments early for solutions.
Persistence: Develops workable alternatives and solutions. Exhibits persistence in following assignments through to completion. Promotes process improvements.
Reliable: Responds in a timely manner. Is honest, ethical, value-driven and trustworthy. Keeps commitments made, completes assignments and meets deadlines. Accountable--Takes responsibility for own actions and performance. Meets attendance and punctuality guidelines. Available and accessible.
Entrepreneurial: Takes initiative and appropriate action. Is engaged and committed to achieving the company's mission. Pursues better ways to get things done and takes appropriate risks. Keeps up to date with competitor information and market trends. Controls costs and thinks in terms of profit, loss and added value. Is committed to the satisfaction of customers.
Leadership: Provides clear direction around a vision. Creates actionable plans and is proactive & anticipatory. Demonstrates innovative approaches and solutions. Is an example for employees and others. Accepts responsibility for individual and team performance. Makes appropriate and timely decisions and takes action on decisions. Sets clear and reasonable performance expectations. Motivates and empowers others. Delegates tasks appropriately. Recruits high caliber staff. Provides feedback to subordinates that is timely and direct. Recognizes subordinates for their contributions and effort. Encourages continuous growth and learning in others. Shows respect for others and their ideas. Helps others manage through change.
Passion: Is excited and creates enthusiasm about the company's future. Promotes a sense of company pride. Displays sense of pride in the department and its contributions. Displays passion for the job.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable disabled individuals to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to walk and sit. The employee is occasionally required to stand. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Always practice good judgment and refer to the safety guidelines.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Always practice good judgment and refer to the safety guidelines.
The noise level in the work environment is usually moderate.
