Norwich, United Kingdom
Full time, permanent
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:
* Sales
* Customer Service
* Customer Insights / Marketing
* Field Service (where applicable)
* Define standards for:
* Business Process Flows
* Case management, SLAs, queues
* Forms, views, dashboards, and automations
* Identify optimisation and automation opportunities using:
* Dynamics 365 native capabilities
* Power Platform (Power Automate, Power Apps)
* Support Agile / SAFe / hybrid delivery, including backlog refinement and UAT
* Promote an OOB‑first approach with controlled customisation
What you will bring:
* Minimum of 15 years’ IT experience with strong Business Analyst background
* Proven experience delivering Microsoft Dynamics 365 CRM solutions
* Strong understanding of:
* CRM business processes
* Dataverse concepts and data models
* CRM security and role models
* Experience working on large, complex CRM programmes
Nice to have skills:
* Power Platform experience (Power Apps, Power Automate, Power BI)
* Experience in regulated industries (Banking, Insurance, Healthcare)
* Exposure to integrations and enterprise architecture discussions
* Microsoft Dynamics 365 / Power Platform certifications