Senior Business Analyst - D365/Customer Service - 12+ months

Senior Business Analyst - Dynamics 365/Customer Service

We are looking for a Senior Business Analyst who will be responsible for defining business requirements and ensuring that Technical Service (TS) processes align effectively with the chosen platform. This role acts as a key link between business and technical stakeholders while shaping solution delivery and driving process harmonization.

Key Responsibilities

• Lead discovery sessions with Technical Service and Customer Excellence teams
• Document end-to-end business processes, acceptance criteria, and user stories
• Shape the MVP scope and ensure alignment with strategic goals
• Analyse cross-market differences and support process harmonization
• Support UAT planning, scenario creation, and test execution
• Act as the bridge between business needs and technical design
• Demonstrate strong understanding of customer service processes
• Manage senior-level stakeholders effectively
• Apply deep knowledge of Microsoft Dynamics 365 at a senior level

Requirements

• Minimum 5+ years of experience in CRM/Customer Service domains
• Strong workshop facilitation skills
• Proven experience working in global organizations
• Deep knowledge of Microsoft Dynamics 365 at a senior level

If that sounds like a match feel free to apply directly or send your CV

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