MS Dynamics CRM Business Analyst

Location: Location: Mumbai , Pune , Noida , Bangalore , Ahmedabad, Chennai , Trichy, Gurugram, Navi Mumbai

Key Responsibilities:

1. Engage with technical teams to ensure alignment between business needs and product development.
2. Ensure thorough documentation and traceability of requirements throughout the product development lifecycle.
3. Collaborate with stakeholders to gather and document business requirements, translating them into clear user stories, use cases, and functional specifications.
4. Work closely with the design and development teams to create blueprints and UI designs for CRM/SaaS applications, ensuring they meet business goals and user expectations.
5. Conduct user experience research to optimize design and functionality.
6. Provide guidance on design best practices for CRM and SaaS platforms to improve user experience and overall product usability

Qualifications and Requirements:

1. Graduate in any discipline with IT related course

2. Experience in Banking domain is MUST

3. Functional knowledge on all CRM modules like Sales, Customer Service, Marketing & Field Service etc.
4. Experience working as functional consultant in minimum 4-5 CRM implementations
5. Strong ability to drive the discussions with Business Analyst, Product owners and customers
6. Analyze and document current business processes, workflows, and systems
7. Collaborate with stakeholders to define business requirements and functional specifications
8. Create and maintain project documentation, including process flows, user stories, and use cases
9. Work with the Dynamics 365 CRM Functional and Technical Consultants to design and configure solutions that meet the client’s business needs
10. Provide guidance and support to clients during the implementation process, including training and troubleshooting
11. Provide support to clients during testing and go-live phases
12. Keep up-to-date with the latest industry developments and product updates related to Dynamics 365 CRM
13. Ability to configure OOB features in CRM· Ability to translate business problems to functional requirements
14. Map requirements to functional modules
15. Ability to make fit gap analysis
16. Demonstration skills to explain the functional approach to technical team
17. Excellent communication skills
18. Knowledge on Power platform – PowerApps, Power Automate, PVA· Documentation skills to write FDD, wire frames, Visio and process documents.
19. Knowledge on CRM Integrations, best practices, and DevOps

Customer-Facing Support:

1. Proactively engage with customers to understand their pain points and provide actionable solutions that align with the product's capabilities.
2. Provide end-user training, conduct workshops, and create educational materials to help customers effectively adopt and use the product.
3. Act as a trusted advisor, helping clients leverage the product to achieve their goals.

Go-Live & Post-Go-Live Support:

1. Oversee the go-live process, ensuring smooth product deployment with minimal disruption to clients.
2. Provide post-launch support, troubleshooting issues, gathering feedback, and resolving customer inquiries in a timely manner.
3. Ensure continuous product performance and assist customers in troubleshooting and adopting new features or updates.

Customer Service & Relationship Management:

1. Develop and nurture strong relationships with clients to drive customer satisfaction and long-term success.
2. Gather continuous feedback from clients to ensure the product evolves in alignment with their needs.
3. Collaborate with cross-functional teams (sales, product, development) to relay customer insights that inform product improvements.