Job Description

Location: Malvern, PA (Onsite)

We are seeking an experienced Dynamics CRM Functional Business Analyst with 10+ years of expertise in CRM Business Processes related to Service Management, Sales, and Marketing Automation within Microsoft Dynamics 365 CRM . The ideal candidate will work closely with stakeholders to analyze business requirements and translate them into functional solutions.

• Provide expert-level knowledge of CRM Business Processes in Service Management, Sales, and Marketing Automation .
• Strong experience in Dynamics Client Communication (DCC) .
• Conduct requirements gathering, functional analysis, and gap-fit analysis .
• Convert business requirements into Features/User Stories for implementation.
• Author and maintain key documentation, including Functional Requirements, Functional Design, and User Manuals .
• Guide and coach development teams on functional aspects of Dynamics CRM.
• Conduct functional unit testing of implemented solutions.
• Provide end-user training and support.

• 10+ years of experience with Microsoft Dynamics 365 CRM (Online).
• Deep understanding of CRM entities, workflows, and configurations .
• Strong expertise in DCC (Dynamics Client Communication) .
• Experience in a client-facing role , with excellent communication and presentation skills.
• Proficiency in JIRA, Agile methodologies , and project documentation.

• Extensive experience in requirement gathering, gap analysis, and mapping business needs .
• Knowledge of Insurance industry processes and customer base in Europe and India .
• Familiarity with waterfall and agile software implementation methodologies.
• Strong interpersonal and leadership skills to drive CRM solutions effectively.

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