CRM Business Analyst – Microsoft Dynamics 365 (Customer Service) Hybrid Krakow (1 day a month-onsite)

Dear Consultant,

We are urgently seeking an experienced Microsoft Dynamics 365 Customer Service Consultant to support a high-impact digital transformation initiative. The ideal candidate will have strong experience in full-cycle D365 Customer Service implementations, business process modeling, and configuration aligned to customer-centric objectives.

send Cv to (marcillina.tietjen@dcvtechnologies.co.uk) if you are interested.

Location:Hybrid Krakow 1 day onsite a month

Engagement Type: Contract B2B

Experience Level: Senior (8+ years

Key Responsibilities:

Analyze business requirements and configure/customize the D365 Customer Service module

Collaborate with stakeholders to understand and improve business processes

Conduct workshops, acceptance testing, and user training

Leverage Microsoft ALM tools (VSTS, PowerApps, TFS) for solution delivery

Document functional requirements and manage case lifecycles, SLA policies, and security roles

Requirements:

8+ years in Microsoft Dynamics CRM/D365, with 3+ full life cycle Customer Service implementations

Deep understanding of case management, SLA, security roles; Unified Routing is a plus

Strong knowledge of Microsoft ALM stack and implementation methodologies

Proven ability in solution architecture, process re-engineering, and data modeling

Excellent communication, facilitation, and stakeholder engagement skills

Relevant Microsoft certifications strongly preferred