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# CRM Applications Analyst

- **Company:** Southworth-Milton, Inc.
- **Location:** Milford, MA, United States
- **Experience:** Experienced
- **Salary:** $95,000.0 - $125,000.0
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), Application Performance Management, Microsoft Azure, Business Process Management, Business Software, Business Systems, System Configuration, Data Synchronization, Middleware, Microsoft Dynamics, Scrum Methodology, Systems Integration, Information Technology
- **Published:** October 27, 2026
- **Apply:** https://diversityjobs.com/career/18755260/Crm-Applications-Analyst-Massachusetts-Milford

## About the Role

* Bachelor's degree in Business, Information Technology, Computer Science, or a related field, or an equivalent combination of education and relevant professional experience.

 * 3-5 years of experience as an Application Analyst, Functional Analyst, CRM Analyst, Business Systems Analyst, or similar role supporting enterprise business applications.

 * 3+ years of hands-on experience with Microsoft Dynamics 365 Customer Engagement, preferably supporting Sales, Customer Service, or Field Service.

 * Experience configuring, testing, administering, or supporting Microsoft Dynamics 365 in an enterprise environment.

 * Experience working within Agile/Scrum and/or Kanban delivery models, including backlog refinement and iterative delivery.

 * Experience supporting production applications and participating in incident, change, problem, and release-management processes.

 * Strong analytical, problem-solving, facilitation, communication, organizational, and stakeholder-management skills.

 * Ability to take ownership, manage competing priorities, and drive assigned work and issues through completion.

 * Experience with Microsoft Power Platform, enterprise integrations, APIs, middleware, data synchronization, security, or cross-system business processes is a plus.

 * Experience in a heavy-equipment dealership, equipment rental, field service, construction, distribution, manufacturing, or other asset-focused industry is preferred.

 * Microsoft certifications in Dynamics 365 Sales, Dynamics 365 Customer Service, Power Platform Functional Consultant, Power Platform App Maker, or related areas are preferred.

## Description

The Applications Analyst will partner with business stakeholders and technology teams to translate business needs into effective, scalable solutions. This role combines business and process analysis with hands-on application support, configuration, testing, production support, and continuous improvement., Partner with leaders, subject-matter experts, and end users to understand business needs, process challenges, operational requirements, and opportunities for improvement.

 * Analyze and document business processes, requirements, workflows, business rules, data needs, system dependencies, and functional requirements.

 * Translate business needs into clear user stories, process designs, acceptance criteria, test scenarios, and actionable application enhancements.

 * Provide hands-on functional support and configuration for Microsoft Dynamics 365 CE, with a focus on Sales, Service, and Customer Service processes.

 * Recommend practical, configuration-first solutions that leverage standard Microsoft capabilities while supporting scalability, security, governance, and long-term maintainability.

 * Partner with technical, integration, data, and application teams on solution design, integrations, automation, application changes, and platform enhancements.

 * Create, refine, and manage application work items and backlog priorities in Azure DevOps, participating in Agile/Scrum or Kanban delivery activities.

 * Develop and coordinate functional, integration, regression, and user acceptance testing; track defects and support release readiness.

 * Support successful adoption of new capabilities through documentation, user communications, job aids, release information, and training materials.

 * Serve as a functional escalation point for production issues, helping identify application, data, integration, security, process, and training-related issues and drive them toward resolution.

 * Monitor recurring issues and user feedback to identify opportunities to improve application performance, business processes, data quality, and user experience.