CRM Business Analyst

We're Hiring: Business Analyst – Microsoft Dynamics 365 (Customer Service)

📍 Location: Krakow, Poland | 🕒 Experience: 8+ Years | 🧠 Domain: Dynamics 365, Customer Service, ALM Stack

Are you a seasoned Dynamics 365 expert with a passion for transforming business processes and delivering enterprise-grade solutions? Join our growing team as a Principal Consultant and lead end-to-end implementations of Microsoft Dynamics 365 solutions that drive real impact.

🚀 What You’ll Be Doing

As a Principal Consultant, you’ll be at the heart of solution design and delivery, playing a pivotal role from discovery through deployment. You will:

• 🤝 Engage with stakeholders to gather, analyze, and translate business requirements into scalable Dynamics 365 solutions.
• 🔍 Conduct comprehensive gap analyses and evaluate existing business processes against Dynamics 365 capabilities.
• ⚙️ Configure, customize, and optimize Microsoft Dynamics 365 Customer Service applications to meet business needs.
• 📊 Document business requirements and expected outcomes using industry best practices.
• 🧪 Lead system and user acceptance testing and conduct hands-on training for end users.
• 💬 Act as a thought leader in process improvement, solution architecture, and the Microsoft Technology Stack including PowerApps, VSTS, and the broader ALM ecosystem.
• 📈 Share insights and best practices with the delivery team to continuously improve project outcomes and implementation methodologies.

🧩 What You Bring

We’re looking for a true consultant who can navigate both the strategic and technical dimensions of a project.

Core Qualifications

• 8+ years of hands-on experience with Microsoft Dynamics 365 Customer Service, including at least 3 full lifecycle implementations.
• Deep knowledge of case management, SLA configurations, security roles, and ideally Unified Routing.
• Proficiency in Microsoft ALM stack and tools like VSTS/TFS.
• Demonstrated expertise in:
• Solution architecture (functional and/or technical)
• Business process modeling and reengineering
• Requirements documentation and user story development
• Workshop facilitation and end-user training
• System integration and testing management

Professional Skills

• Strong analytical thinking and creative problem-solving abilities.
• Ability to work independently while being an active team collaborator.
• Exceptional communication, presentation, and stakeholder engagement skills.
• Deep industry knowledge and understanding of best practices.
• High attention to quality and customer satisfaction.

🎯 Bonus Points For

• Relevant Microsoft certifications
• Experience in process-driven or Agile delivery methodologies
• Familiarity with vertical industry-specific CRM practices

💼 Why Join Us?

• Work on enterprise-level Dynamics 365 projects with global clients.
• Be part of a collaborative, high-performance consulting team.
• Continuous professional development and certification support.
• Flexible working model and a strong emphasis on work-life balance.