We are seeking a highly experienced Business Process Analyst (BPA) to support multiple large-scale, customer-facing initiatives focused on Microsoft Dynamics 365 CRM and integrated systems including SAP, digital platforms, BI tools, and more. This role is instrumental in driving end-to-end process improvements across call centers, digital self-service, and customer operations, with an accelerated delivery schedule throughout the year.

REQUIRED QUALIFICATIONS:

• 10+ years of Business Process Analyst experience in enterprise environments.
• Proven experience with Microsoft Dynamics 365 CRM and CRM-SAP process integrations.
• Strong ability to manage multiple concurrent projects.
• Excellent verbal, written, and visual communication skills.
• Familiarity with Microsoft DevOps, Slack, and hybrid project delivery frameworks.
• Ability to work independently and collaboratively under the guidance of Program Managers and technical leads.
• Strong organizational and stakeholder engagement skills.
  Job Types: Full-time, Contract, Temporary
  Pay: $50.00 - $70.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Work Location: Hybrid remote in Norristown, PA 1940

• Define and redesign business processes related to customer journey, call center operations, and digital self-service in Microsoft Dynamics CRM (D365).
• Capture business requirements, identify testing scenarios, and perform BPA functions across multiple initiatives.
• Collaborate with solution architects to define and validate build vs. buy decisions.
• Lead discussions and workshops with cross-functional teams including customer operations, business SMEs, developers, and integration specialists.
• Support multi-system process improvements involving CRM, SAP, BI (Qlik), and other platforms.
• Manage deliverables in a hybrid waterfall/agile environment, ensuring alignment with program timelines.
• Coordinate with Project Managers, IT Business Partners, and Architects to deliver process and technology enhancements.
• Utilize Microsoft DevOps for project tracking and Slack for real-time team collaboration.