Role description
The MSD CRM Business Analyst will act as the bridge between business stakeholders and the CRM implementation team, ensuring business requirements are accurately captured, analyzed, and translated into effective Microsoft Dynamics CRM (MSD CRM) solutions. The role requires strong domain expertise, stakeholder management skills, and experience in CRM implementation projects to drive successful delivery of customer-centric business processes and digital transformation initiatives.
Key Responsibilities
Business Requirement Gathering & Analysis
- Conduct workshops, interviews, and discussions with business stakeholders to understand current and future business needs.
- Gather, analyse, and document functional and non-functional requirements for CRM implementation.
- Prepare Business Requirement Documents (BRD), Functional Requirement Specifications (FRS), User Stories, and Process Flows.
- Perform gap analysis between existing processes and proposed CRM solutions.
- Define business rules, workflows, and system requirements.
CRM Solution Design Support
- Work closely with Solution Architects and CRM Developers to translate business requirements into CRM functionalities.
- Recommend best practices and standard CRM capabilities to meet business objectives.
- Define CRM entities, customer journeys, case management workflows, service processes, and reporting requirements.
- Support solution design reviews and validate proposed solutions against business requirements.
Stakeholder Management
- Act as the primary liaison between business users, project teams, and technology stakeholders.
- Facilitate requirement validation and sign-off sessions.
- Manage stakeholder expectations and resolve requirement-related issues.
- Present business process improvements and CRM solution recommendations to leadership teams.
Process Improvement & Transformation
- Analyze existing business processes and identify opportunities for automation and optimization.
- Recommend process improvements leveraging CRM capabilities.
- Support digital transformation initiatives related to customer service, sales, marketing, and operations.
- Drive adoption of standardized business processes across departments.
Testing & Quality Assurance
- Prepare test scenarios, test cases, and acceptance criteria.
- Support System Integration Testing (SIT), User Acceptance Testing (UAT), and defect triage activities.
- Validate delivered functionalities against approved business requirements.
- Ensure successful business sign-off before production deployment.
Change Management & Training
- Support user training, knowledge transfer, and change management initiatives.
- Develop user guides, process documentation, and training materials.
- Conduct end-user training sessions and workshops.
- Facilitate smooth transition to the new CRM platform.
Project Governance & Delivery
- Participate in project planning, sprint reviews, and status meetings.
- Track requirement traceability throughout the project lifecycle.
- Support effort estimation, risk identification, and project reporting.
- Ensure timely delivery of business analysis activities.
Required Skills
Business Analysis
- Strong expertise in requirement elicitation, documentation, and process analysis.
- Experience in preparing BRDs, FRS, Use Cases, User Stories, and Process Maps.
- Knowledge of requirement management and traceability practices.
CRM Knowledge
- Experience working on Microsoft Dynamics CRM (MSD CRM) implementation or enhancement projects.
- Understanding of CRM modules such as:
- Customer Service
- Case Management
- Contact & Account Management
- Service Requests
- Lead & Opportunity Management
- Workflow Automation
- Reporting & Dashboards
Tools & Methodologies
- Microsoft Dynamics CRM / Dynamics 365
- Azure DevOps / Jira
- Microsoft Visio
- Microsoft Office Suite
- Agile/Scrum and Waterfall methodologies
Communication & Stakeholder Management
- Strong presentation and facilitation skills.
- Excellent verbal and written communication abilities.
- Ability to interact with senior business leaders and technical teams.
- Strong analytical and problem-solving skills.
Preferred Skills
- Experience in Mutual Fund, Asset Management, Banking, Insurance, or Financial Services domains.
- Understanding of Customer Service and Customer Experience (CX) processes.
- Knowledge of Power Platform (Power BI, Power Apps, Power Automate).
- Experience in CRM migration and digital transformation initiatives.
- Certification in Business Analysis or Microsoft Dynamics CRM is preferred.
Qualifications
- Bachelor's Degree in Business Administration, Information Technology, Computer Science, Engineering, or related discipline.
- MBA or relevant professional certifications are preferred.
Key Deliverables
- Business Requirement Documents (BRD).
- Functional Requirement Specifications (FRS).
- User Stories and Acceptance Criteria.
- Business Process Maps and Workflow Diagrams.
- Requirement Traceability Matrix (RTM).
- Test Scenarios and UAT Sign-off Documents.
- User Training Materials and Knowledge Transfer Documents.
Skills
business analysis,microsoft dynamics 365,azure devops,change management,
About UST
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.
