D365 CE Business Analyst

Robert Half is partnering with a well-known brand seeking an experienced D365 Customer Engagement (CE) Business Analyst to support and optimize its Microsoft Dynamics 365 CRM environment. This role is responsible for bridging the gap between business needs and technology solutions, with a strong focus on Dynamics 365 Sales, Customer Service, Field Service, Dataverse, Power Platform, reporting, process improvement, and customization.

This is a full-time position offering a fantastic benefits package and is fully remote anywhere in the United States for candidates that are willing to work predominately on pacific coast hours.

Key Responsibilities:

• Partner with Sales, Customer Service, Operations, and Field Service teams to understand business challenges and translate requirements into scalable D365 CE solutions.
• Configure, support, and optimize Dynamics 365 CE modules, including Sales, Customer Service, and Field Service.
• Gather business requirements and document functional specifications for system enhancements and process improvements.
• Configure and maintain Dataverse tables, relationships, forms, views, business rules, security roles, and workflows.
• Design, develop, and support Power Automate workflows and Power Apps solutions to improve operational efficiency.
• Manage system testing, user acceptance testing (UAT), data migration, and deployment activities for new functionality and enhancements.
• Create and maintain dashboards, reports, and analytics using D365 CE and Power BI.
• Provide end-user training, troubleshooting, and ongoing support to maximize CRM adoption and effectiveness.
• Collaborate with IT, developers, and third-party vendors to ensure integrations and technical solutions align with business objectives.
• Monitor system performance, data quality, and overall platform health while identifying opportunities for continuous improvement.

Qualifications:

• 3+ years of experience as a Business Analyst supporting Microsoft Dynamics 365 Customer Engagement (CE) environments.
• Hands-on experience with D365 Sales, Customer Service, and/or Field Service modules.
• Strong understanding of Dataverse, including data models, relationships, security, and business process configuration.
• Experience gathering requirements, documenting business processes, and supporting CRM implementations or enhancements.
• Experience with Power Platform, including Power Automate and Power Apps.
• Excellent analytical, communication, and stakeholder management skills.
• Ability to manage multiple projects and priorities in a fast-paced environment.

Preferred Skills

• Microsoft Certified: Dynamics 365 Customer Experience Analyst Associate and/or Power Platform certifications.
• Experience with Customer Insights, Omnichannel, or Dynamics 365 Copilot features.
• Experience integrating D365 CE with Microsoft 365, Azure, or third-party applications.
• Bachelor's degree.
• Experience supporting multi-site or enterprise CRM environments.

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