CRM Functional Analyst

The CRM Functional Analyst serves as the primary business-facing advisor for Microsoft Dynamics 365 CRM. This role works closely with sales, marketing, customer care, operations, and other business teams to improve processes, data quality & usability, increase user adoption, and maximize the value of the CRM platform., This position is intended for a functional analyst who enjoys working with business stakeholders and improving processes and workflows. While the role includes hands-on Dynamics 365 configuration, it does not focus on software development, plugin development, or custom coding., * Partner with business stakeholders to understand processes, gather requirements, and recommend CRM solutions using Microsoft Dynamics 365 best practices.

• Analyze current workflows and identify opportunities to streamline, standardize, and improve business processes.
• Document current and future-state business processes and facilitate stakeholder alignment on proposed changes.
• Configure and maintain Dynamics 365 CRM components, including entities, forms, views, dashboards, and workflows.
• Monitor CRM adoption, data quality, and key performance indicators (KPIs) to measure business success.
• Train and coach users on CRM functionality, best practices, and process compliance.
• Develop user guides, training materials, and standard operating procedures.
• Create and execute testing plans for system updates and enhancements.
• Troubleshoot CRM issues and provide ongoing functional support.
• Communicate new system features, enhancements, and process updates across the organization.

The ideal candidate combines strong business process analysis skills with hands-on Dynamics 365 experience. They understand how CRM should support business operations, are comfortable challenging existing processes, and can translate business requirements into solutions using standard Dynamics functionality whenever possible., * 3-5 year’s experience in Dynamics 365 CRM, business systems analysis, functional support, process improvement, or business application support.

• Ability to facilitate workshops, lead discussions, and drive process improvements.
• Additional value-added educational assets include experience working in the medical device industry, business process optimization, and organizational change management.
• Bachelor’s degree in Business, Information Systems, Business Analytics, Management Information Systems, or equivalent experience.