We are seeking a highly skilled System Analyst to support the implementation and ongoing optimization of Microsoft Dynamics 365 Sales and Customer Service. The System Analyst will work closely with business stakeholders, technical teams, and implementation partners to analyze requirements, design solutions, and ensure seamless integration of business processes into Dynamics 365. This role will be key in bridging the gap between business needs and technology solutions, driving user adoption, and ensuring maximum value from the platform.

Job Description:

• Requirement Analysis & Documentation

  • Collaborate with stakeholders to gather, document, and validate business requirements.
  • Translate business needs into functional and technical specifications for Dynamics 365.
  • Conduct gap analysis between current processes and Dynamics 365 capabilities.

• System Design & Configuration

  • Support solution design and configuration of Dynamics 365 Sales and Customer Service modules.
  • Assist in customizing forms, views, workflows, dashboards, and reports.
  • Recommend best practices and leverage out-of-the-box capabilities where possible.

• Implementation Support

  • Act as liaison between business users and technical/development teams.
  • Assist in system testing (functional, integration, UAT) and support defect resolution.
  • Participate in data migration activities, ensuring accuracy and completeness.

• Change Management & Training

  • Develop user stories, process flows, and system documentation.
  • Support training and onboarding for end-users and super users.
  • Promote adoption by assisting with communication and change management activities.

• Ongoing Support & Optimization

  • Provide post-implementation support and resolve system-related issues.
  • Continuously assess system performance and recommend improvements.
  • Monitor Dynamics 365 updates and assess impact on existing functionality.

Qualifications & Skills:

• Bachelor’s degree in information systems, Computer Science, Business Administration, or a related field.

• Proven experience (3–5+ years) as a System Analyst or similar role in CRM implementations, preferably with Microsoft Dynamics 365 Sales and Customer Service.

• Strong understanding of CRM processes (sales pipeline, opportunity management, case management, customer service operations).

• Hands-on experience with Dynamics 365 customization and configuration.

• Familiarity with Power Platform tools (Power Automate, Power Apps, Power BI) is a plus.

• Knowledge of data migration, system integration, and reporting tools.
• Strong analytical, problem-solving, and communication skills.
• Ability to work collaboratively with cross-functional teams and external vendors.

• Holding any Microsoft Dynamics 365 certification will be considered a strong advantage.