The Senior Analyst is responsible for the analysis of highly complex applications, websites, databases and systems, providing third-level technical support, testing and defect management. Leads team initiatives while simultaneously participating in multiple IT project efforts with limited oversight from leadership. Contributions are felt across a breadth of development efforts. Has a working knowledge of advanced concepts, practices, and procedures. Demonstrates a keen understanding of both IT and the business we support. Serves as a subject matter expert for the Dynamics 365 application (Customer Engagement), the Power Platform tools, and for technologies and integrations, and business processes.
Primary Job Responsibilities- Conducts analysis of business and system processes, system data, integration, and reporting.
- Performs strategic research and defines, tests, documents and manages requirements according to approved standards/procedures.
- Serves as the application and technical subject matter expert.
- Provides defect management of applications, systems, databases, or websites.
- Predicts potential problems and provides recommendations and documents solutions according to approved standards/procedures.
- Provides expertise on the resolution of the most complex system design and integration problems.
- Prepares, maintains and archives detailed system artifacts according to approved standards/procedures.
- Provides escalated (tier 3) support including on-call (after hours, weekends, holidays) for priority issues. Troubleshoots highly complex production issues and acts as escalation point. Evaluates and follows through on issues and problems until resolved.
- Identifies and leads process improvement efforts within teams.
- Contributes to and champions best practices, methods, standards, and processes.
- Leads analysis for the evaluation and selection of new analysis solutions and tools.
- Leads knowledge sharing and understanding amongst the team.
- Configures Dynamics 365 to meet business requirements.
- Consults with other teams regarding technology solutions for business needs and/or problem resolution.
- Proactively engages with Microsoft's website/documentation to understand upcoming features. Uses their deep analysis skills to determine possible uses for new functionality.
- Perform other duties as assigned.
Career Level (P3)Organizational Impact:- Works to achieve day-to-day objectives with significant impact on operational results within area of work.
- Works independently under limited supervision.
- May be responsible for entire projects or processes within area.
- Typically, responsible for coaching and reviewing the work of lower-level professionals.
Leadership & Talent Management: - May be responsible for providing guidance, coaching and training to other employees within functional area.
- May manage projects at this level, requiring responsibility for the delegation of work and the review of others' work product.
Knowledge & Experience:- Requires broad knowledge of area typically obtained through advanced education combined with experience.
- May have practical knowledge of program or project management.
- Minimum high school diploma or equivalent (GED) required.
- Typically requires a university degree or equivalent experience and minimum 4-6 years of prior relevant experience.
Required Skills- Minimum 4 years of hands-on experience with Dynamics 365 Sales, Service, and/or Customer Insights (Marketing) modules in the areas of configuration, administration, enhancement, and support of the platform.
- Minimum 4 years of experience with Power Platform suite of tools (Power BI, Power Automate, etc.)
- Minimum 4-6 years of experience required in a Business/Systems Analyst role.
- Experience writing SQL queries
- Driven to see problems from a customer perspective; a sense of urgency to solve problems and enable solutions through the Dynamics 365 platform.
- Self-motivated with strong commitment to team environment; team player who fosters collaboration.
- Thorough understanding of software development lifecycle and Agile/Scrum methodology.
- Keen attention to detail, strong organizational skills, and excellent written and verbal communication skills.
Preferred Licensing, Registration and/or Certifications- Dynamics 365 Customer Service Functional Consultant (Exam MB-230)
- Dynamics 365 Customer Insights - Journeys (Exam MB-220)
- Power Platform Functional Consultant (Exam PL-200)
- Dynamics 365 Customer Experience Analyst Associate (Exam MB-280)
Physical Requirements:
