Senior Business Analyst

Job Description

We are seeking an experienced Senior Business Analyst with a strong background in Microsoft Dynamics 365 Customer Engagement (Sales and Service) to join our team. The ideal candidate will have a proven track record in requirement gathering, process analysis, and integration architecture, with significant experience in the Banking and Financial Services domain.

You will collaborate with business and technical stakeholders to design and deliver cutting-edge CRM solutions, ensuring alignment with organizational goals and customer needs. This role requires a blend of business analysis expertise and technical acumen in Dynamics 365 CRM.
Key Responsibilities
Business Analysis & Stakeholder Engagement

• Lead workshops to gather requirements and drive design decisions with business and technical stakeholders.
• Facilitate the review and approval of requirements with all relevant parties.
• Author detailed user stories, use case diagrams, UMLs, and sequence diagrams to document requirements and workflows.
• Conduct impact analysis of change requests and assess their fitment into existing business flows without additional development effort.

CRM Expertise

• Provide subject matter expertise on the capabilities of Dynamics 365 Sales, Service, Dataverse, and Power Apps.
• Stay abreast of updates and new releases in Dynamics 365 CRM technologies to educate end-users on its functions and capabilities.

Integration & Data Management

• Design integration patterns for Dynamics 365 CRM with third-party systems using tools like MuleSoft, REST APIs, and Azure Data Factory.
• Manage data migration, including data analysis, mapping, and harmonization using out-of-the-box tools and third-party solutions.
• Ensure data validation and analysis conform to Dynamics 365 CRM configuration rules.

Configuration & Testing

• Work on CRM workflows, plugins, form customizations, and administrative tasks.
• Participate in system integration testing (SIT) and user acceptance testing (UAT) to certify feature readiness.
• Provide demos to stakeholders and obtain final sign-offs.

Project Collaboration

• Work closely with Product Owners to sequence backlogs and define implementation priorities.
• Contribute to sprint planning, backlog refinement, and grooming sessions.
• Support development and testing teams in translating functional requirements into technical deliverables.

Required Qualifications

• 8-12 years of experience with Microsoft Dynamics 365 CRM (Sales and Service) in the Banking and Financial Services domain.
• In-depth understanding of D365 Sales, D365 Service, Dataverse, and Power Apps.
• Strong experience with requirement gathering, process analysis, and stakeholder engagement.
• Hands-on experience with Dynamics CRM integration using MuleSoft, REST APIs, or similar tools.
• Proficiency in data migration and analysis using tools like Azure Data Factory.
• Exposure to CRM workflows, plugins, and form customizations.
• Excellent communication and presentation skills.
• Bachelor's degree in Computer Science, Information Systems, or a related field.

Preferred Skills

• Experience with Azure Services and cloud-based solutions.
• Familiarity with Agile methodologies, including sprint planning and backlog management.
• Certifications in Microsoft Dynamics 365 CRM or Power Platform are a plus.

Works in the area of Software Engineering, which encompasses the development, maintenance and optimization of software solutions/applications.1. Applies scientific methods to analyse and solve software engineering problems.2. He/she is responsible for the development and application of software engineering practice and knowledge, in research, design, development and maintenance.3. His/her work requires the exercise of original thought and judgement and the ability to supervise the technical and administrative work of other software engineers.4. The software engineer builds skills and expertise of his/her software engineering discipline to reach standard software engineer skills expectations for the applicable role, as defined in Professional Communities.5. The software engineer collaborates and acts as team player with other software engineers and stakeholders.

Job Description - Grade Specific

Is highly respected, experienced and trusted. Masters all phases of the software development lifecycle and applies innovation and industrialization. Shows a clear dedication and commitment to business objectives and responsibilities and to the group as a whole. Operates with no supervision in highly complex environments and takes responsibility for a substantial aspect of Capgemini's activity. Is able to manage difficult and complex situations calmly and professionally. Considers 'the bigger picture' when making decisions and demonstrates a clear understanding of commercial and negotiating principles in less-easy situations. Focuses on developing long term partnerships with clients. Demonstrates leadership that balances business, technical and people objectives. Plays a significant part in the recruitment and development of people.

Skills (competencies)

Verbal Communication