Job Description

Responsibilities:

Lead the design, configuration, and optimization of Microsoft Dynamics 365 CRM solutions.
Collaborate with stakeholders to identify business and technical requirements, document them clearly, and define acceptance criteria.
Write detailed business and technical specifications that guide development and testing efforts.
Configure CRM entities, workflows, business rules, forms, dashboards, and security roles.
Serve as the primary liaison between business stakeholders and technical teams for CRM-related initiatives.
Use SQL and Power BI to perform advanced data analysis and reporting.
Work closely with Business Solution Managers, developers, and other stakeholders to ensure shared understanding and successful delivery.
Support cross-functional teams in designing, testing, and deploying technical solutions.
Create and maintain comprehensive documentation, including functional requirements, use cases, and process flows.
Facilitate workshops and meetings to gather requirements and provide project updates.
Support training and user adoption efforts for new systems and solutions.
Identify and document risks and issues and collaborate with the project team to mitigate them.
Mentor junior analysts and contribute to team knowledge sharing.

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Hospitality industry experience is a plus.
Requirements:
Bachelors degree in Computer Science, Information Systems, or a related technical field.
5+ years of experience as a Business Analyst or Business Systems Analyst, with at least 3 years focused on Microsoft Dynamics 365 CRM.
Proven experience configuring and administering Dynamics 365 CRM (Sales, Customer Service, or Marketing modules).
Strong SQL skills, including writing complex queries and optimizing performance.
Excellent communication skills, with the ability to translate complex technical concepts into clear, actionable business language.
Strong analytical and problem-solving skills, with the ability to use data to guide decisions and shape solutions.
Demonstrated experience writing detailed technical documentation and acceptance criteria.
Experience working in an Agile development environment.
Familiarity with tools such as JIRA, Confluence, or SNOW.
Hospitality industry experience is a plus.

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