We are seeking a senior Microsoft Dynamics 365 Business Analyst with minimum of 15 years of IT experience and a strong background in CRM, business analysis, and process optimization. The role focuses on translating business needs into effective Dynamics 365 CRM and Power Platform solutions, supporting large‑scale CRM modernisation and digital transformation initiatives.

The Role:

• Lead end‑to‑end business analysis across Dynamics 365 CRM programmes
• Engage stakeholders to capture requirements, facilitate workshops, and define as‑is / to‑be processes
• Translate business needs into functional requirements, user stories, and acceptance criteria
• Provide functional expertise across Dynamics 365 CRM modules:
• Customer Service
• Customer Insights / Marketing
• Field Service (where applicable)
• Define standards for:
• Business Process Flows
• Forms, views, dashboards, and ...