D365 Business Analyst

Business Analyst – CRM D365

12-Month Contract | CRM & Telephony Programme | Dynamics 365 Specialist | Hybrid (1 Day Per Week in Office)

The Opportunity

We are looking for an experienced Business Analyst to join a CRM & Telephony transformation programme. You will play a key role in shaping business requirements and translating stakeholder needs into clear, high-quality solutions across CRM and Contact Centre platforms.

This is an exciting opportunity to work on large-scale digital transformation initiatives, collaborating with business, technology, architecture, and delivery teams to drive meaningful change.

Key Responsibilities

• Elicit, analyse, and document business and technical requirements for CRM and Contact Centre solutions
• Develop business cases and identify measurable business benefits with stakeholders
• Map end-to-end business processes and system integrations
• Produce high-quality analysis artefacts, including:
  • User stories
  • Acceptance criteria
  • Process flows
  • Data mappings
  • Interaction diagrams
• Collaborate with Architects and Engineers to define solution options aligned to organisational standards
• Support the adoption of automation and AI-enabled capabilities within CRM and customer service environments
• Ensure requirements consider data quality, security, governance, resilience, and regulatory obligations
• Facilitate workshops with business stakeholders, technical teams, and subject matter experts
• Support Agile delivery teams through backlog refinement, prioritisation, and readiness activities

Required Experience

Essential

• 5+ years' Experience in a Business Analyst role delivering technology-enabled change
• Strong background in analysing and documenting integration and data-driven solutions
• Experience working with Microsoft Dynamics 365 (Sales, Customer Service, Customer Insights) and the Power Platform
• Proven Experience developing business cases and benefits analysis
• Ability to create clear, detailed requirements and analysis documentation for technical teams
• Experience working within Agile delivery environments
• Excellent stakeholder management and workshop facilitation skills
• Comfortable working in complex and evolving programme environments

Desirable

• Experience with APIs, system integrations, and data ingestion initiatives
• Understanding of data governance and data quality principles
• Exposure to automation and AI-enabled business processes
• Experience within insurance, financial services, or other regulated industries

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