Technical Business Analyst – Microsoft Dynamics 365 CRM
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Job Description
Technical Business Analyst translating enterprise CRM requirements into Microsoft Dynamics 365 solutions for Abstra, a Latin American tech talent services company. Supporting Agile delivery, testing, migration, and stabilization.
Responsibilities:
- Partner with business, technology, and functional stakeholders to understand processes, pain points, objectives, and technology needs
- Lead requirements discovery through interviews, workshops, process reviews, and analysis of existing systems and documentation
- Elicit, analyze, document, and validate business, functional, and non-functional requirements
- Translate business needs into requirements, process flows, use cases, epics, user stories, and acceptance criteria
- Identify and document business rules, exceptions, dependencies, assumptions, and gaps
- Facilitate requirements walkthroughs, stakeholder alignment, and validation
- Maintain requirements traceability through design, development, testing, and deployment
- Support the design and implementation of business processes and capabilities within Microsoft Dynamics 365 CRM
- Partner with functional consultants, architects, developers, and integration teams to translate requirements into solution designs
- Assess requirements against standard Dynamics 365 capabilities and identify configuration, customization, integration, or process-change needs
- Support CRM capabilities including case management, customer service workflows, queues and routing, activities, customer/account information, and agent workflows
- Support functional analysis throughout the full SDLC, from discovery and design through development, testing, deployment, and stabilization
- Partner with product owners and delivery teams to refine and prioritize the backlog and participate in Agile ceremonies
- Clarify requirements during implementation and review delivered functionality against requirements and acceptance criteria
- Support functional and integration testing, defect triage, UAT scenarios/test cases, and business acceptance
- Support deployment readiness, release validation, cutover, and post-go-live stabilization
- Assess impacts of new functionality, configuration changes, integrations, and system migrations
- Serve as the bridge between business stakeholders and technical teams
- Facilitate workshops across functions, regions, and organizational levels
- Identify and communicate gaps, risks, dependencies, and escalation decisions
- Coordinate across workstreams and technology teams to ensure end-to-end requirements and dependencies are understood
- Maintain project documentation including requirements, process flows, business rules, data mappings, decision logs, and traceability artifacts
Requirements:
- 5+ years of experience as a Business Analyst, Technical Business Analyst, Business Systems Analyst, or similar role supporting enterprise technology initiatives
- Hands-on Microsoft Dynamics 365 CRM experience in business analysis, functional analysis, or implementation
- Strong experience eliciting, analyzing, documenting, and validating business and functional requirements
- Experience supporting the full SDLC, including design, development, testing, deployment, and stabilization
- Ability to translate requirements into user stories, acceptance criteria, process flows, functional specifications, and related delivery artifacts
- Ability to understand and document system integrations, data flows, mappings, dependencies, and business rules
- Experience with CRM implementations, migrations, transformations, or major platform enhancements
- Strong knowledge of Agile/Scrum practices and tools
- Experience working in large, complex, matrixed organizations with globally distributed teams
- Strong stakeholder management, workshop facilitation, analytical, and problem-solving skills
- Excellent written and verbal English communication skills with technical and non-technical audiences
- Preferred: Experience with Microsoft Dynamics 365 Customer Service, particularly Case Management
- Preferred: Understanding of cases, queues, routing, SLAs, activities, escalation workflows, knowledge management, and agent experiences
- Preferred: Experience supporting a Salesforce-to-Microsoft Dynamics 365 migration or CRM platform transformation
- Preferred: Experience analyzing integrations between CRM platforms and enterprise applications, data platforms, APIs, middleware, or master data solutions
- Preferred: Experience with data migration, data mapping, and CRM data conversion activities
- Preferred: Experience supporting customer service, contact center, commercial, or customer experience processes
- Preferred: Experience working within a regulated, global enterprise environment
- Preferred: Experience with Azure DevOps, JIRA, Confluence, Visio, Lucidchart, Miro, or similar requirements/process documentation platforms
- Successful candidates must complete employment verification and background checks as part of onboarding
Benefits:
- Competitive compensation paid in USD
- 20 days of paid time off (PTO) per year
- Opportunities for professional growth and career development
- Company-provided equipment
- Collaborative, inclusive, and multicultural work environment
- Opportunity to contribute to meaningful projects alongside a talented and supportive team
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