Senior Business Systems Analyst, Dynamics 365

Summary:

We’re seeking a Senior Business Systems Analyst to be the functional and technical subject matter expert for an enterprise Dynamics 365 Customer Engagement and Power Platform environment. You’ll analyze complex business and system processes, manage requirements, configure the platform, and provide tier-3 support. You’ll lead initiatives across multiple projects with limited oversight, and you’ll need a solid understanding of both the technology and the business it supports.

Key Responsibilities

• Analyze business and system processes, data, integrations, and reporting
• Define, document, test, and manage requirements according to established standards
• Configure Dynamics 365 to meet business requirements
• Manage defects across applications, systems, and databases
• Spot potential issues early, then recommend and document solutions
• Resolve complex system design and integration problems
• Provide tier-3 support, including on-call coverage, and act as the escalation point for production issues
• Create and maintain system documentation and artifacts
• Lead process improvement, knowledge sharing, and the evaluation of analysis tools
• Advise other teams on technology solutions for business needs
• Track the Microsoft product roadmap and assess how new features could be used
• Coach and review the work of junior analysts

Required Skills

• 8+ years in a Business or Systems Analyst role
• 4+ years of hands-on configuration, administration, and support of Dynamics 365 Sales, Customer Service, and/or Customer Insights
• 4+ years with Power Platform tools (Power BI, Power Automate, etc.)
• Proficiency writing SQL queries
• Solid understanding of the SDLC and Agile/Scrum
• Strong attention to detail, organization, and written and verbal communication
• A customer-focused, collaborative approach to solving problems
• Bachelor’s degree or equivalent experience

Bonus Skills

• Microsoft certifications: MB-230 (Customer Service), MB-220 (Customer Insights – Journeys), PL-200 (Power Platform Functional Consultant), MB-280 (Customer Experience Analyst)
• Project or program management experience