We will count on you to:

• 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.
• 
  

What you need to have:

• 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.
• 
  

What makes you stand out:

• 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.
•