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BA- MS dynamics 365(Customer Service)

CapcoMumbai, Maharashtra, India

9 days ago

Job description

Job Title :

Business Analyst – Dynamic D365 (CRM Module) – Banking Domain

Location : Mumbai

Experience : 6-12 years

Job Description :

We are seeking a dynamic and experienced Business Analyst with expertise in Microsoft Dynamics 365 (D365), particularly in the CRM Customer Service module , to join our team. This role will focus on leveraging CRM systems such as CRM Next , Salesforce , Business Next , and Microsoft Dynamics 365 to support and enhance customer service operations within the banking domain . You will play a crucial role in understanding business requirements, designing solutions, and working closely with technical teams to implement and optimize CRM functionalities.

Key Responsibilities :

Collaborate with business stakeholders to gather and analyze requirements, particularly for the CRM Customer Service module , and provide strategic guidance on improving customer service operations.
Configure and customize Microsoft Dynamics 365 (D365) CRM solutions, focusing on the Customer Service module, and assist in integrating with other banking platforms.
Provide expertise in CRM solutions such as CRM Next , Salesforce , and Business Next to ensure seamless processes, functionality, and reporting.
Work with technical teams to define and document functional specifications, workflows, and system requirements for CRM implementation and improvements.
Conduct gap analysis to identify process improvement opportunities and collaborate with the business to implement the required changes.
Manage the full project lifecycle, from requirements gathering to deployment and post-implementation support.
Perform user acceptance testing (UAT), ensuring the system meets the requirements and expectations of the stakeholders.
Prepare detailed process documentation, training materials, and user manuals for internal stakeholders.
Assist with CRM data migration and ensure data quality during and after implementation.
Provide training and support to end-users on the CRM platform and functionalities.
Stay updated on industry trends and best practices in CRM, particularly in the banking and financial services domain.

Skills and Qualifications :

6-12 years of experience as a Business Analyst, with a focus on CRM systems (preferably Dynamics 365, CRM Next, Salesforce, or Business Next).

Solid experience in the banking domain , with a deep understanding of customer service operations within the banking industry.

Strong expertise in Microsoft Dynamics 365 CRM, especially the Customer Service module .

Hands-on experience with CRM solutions such as CRM Next , Salesforce , and Business Next .

Strong understanding of business process modeling , requirements gathering, and translating them into technical solutions.

Proficiency in writing clear, concise documentation, including functional specifications, user stories, and process flow diagrams.

Experience with Agile methodologies and project management.

Strong analytical and problem-solving skills with attention to detail.

Excellent communication skills, both verbal and written, with the ability to engage and influence stakeholders at all levels.

Ability to work effectively in cross-functional teams and manage multiple priorities.

Experience with UAT , system testing, and training end-users on CRM applications.

Knowledge of banking regulations and industry standards is an added advantage.

Preferred Skills :

Certification in Microsoft Dynamics 365 CRM (Customer Service module).

Familiarity with Power Platform , Power BI , or similar tools for CRM reporting and analytics.

Knowledge of sales and marketing automation within CRM systems.

Education :

Bachelor’s or Master’s degree in Business Administration , Computer Science , Information Systems , or a related field.