• Perform all responsibilities of a Business Analyst, including requirement gathering, process analysis, and CRM solution support.
• Lead functional workshops with stakeholders to capture requirements, validate processes, and align on proposed solutions.
• Draft solution designs and update user stories to reflect agreed functionality and system configuration.
• Support production of high-level solution overview (HLSO) documentation at the conclusion of the Discovery phase.
• Monitor and ensure user stories progress correctly through sprint stages and associate requirements with specific sprints to meet delivery timelines.
• Proactively prepare future sprint user stories with clients to ensure readiness for build by consultants.
• Challenge stakeholder suggestions that fall outside best practices or exceed the defined project scope, providing alternative recommendations where appropriate.
• Discuss proposed changes with clients and escalate scope impacts or delivery risks to the Project Manager for resolution
• CRM Solution Implementation & Optimisation
• Work with development teams to design, configure, and implement Microsoft Dynamics 365 CRM solutions.
• Advise on CRM configuration and customisation aligned with client objectives and industry best practices.
• Maintain data integrity and support advanced reporting, dashboards, and system enhancements.
• Lead process mapping, data modelling, and gap analysis to inform solution design and process optimisation initiative
• Testing, Training & Change Management:
• Oversee test case development and User Acceptance Testing (UAT), ensuring solutions meet functional requirements and quality standards.
• Support creation and delivery of training sessions, user guides, and workshops for end-users.
• Advise on change management strategies to drive adoption of CRM systems and process improvements. Technology & Continuous Improvement
• Stay current with emerging CRM and Microsoft technologies, evaluating their relevance and benefits for clients.
• Promote innovative solutions to improve client processes, efficiency, and technology adoption. Person Profile CRM & Microsoft Ecosystem
• Microsoft Dynamics 365 CRM (Customer Service, Sales, Field Service, Customer Insights, Contact Centre, PSO/PSA)

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