Digital Business Analyst (Global Sales & Service)

About the Role The Digital Business Analyst - Sales & Service plays a critical role in enabling digital transformation across Sales, Customer Service, and AfterSales functions. This role partners with business stakeholders and IT teams to define, analyze, and deliver scalable digital solutions with a strong focus on Microsoft Dynamics CRM (Dynamics 365) and Enterprise Portals (B2B/B2C). The role acts as a bridge between business and technology, ensuring requirements are clearly defined, solutions are aligned to business outcomes, and delivered capabilities drive adoption, efficiency, and customer experience improvements. Your Team You will be reporting into the Director, Business Systems. What You Will Do Business Analysis & Requirements Management Lead end-to-end requirements gathering for Sales and Service initiatives, including CRM and portal capabilities Document business case and value realization, clear and high‑quality business requirements, functional specifications, user stories, and acceptance criteria Analyze current‑state processes, identify gaps, and define future‑state solutions aligned with global standards Microsoft Dynamics CRM (Dynamics 365) Work closely with CRM product owners, architects, and developers to define Dynamics 365 solutions for Sales and Customer Service Translate business needs into CRM configurations, workflows, security roles, and data requirements Support CRM enhancements, releases, UAT, and post‑deployment validation Enterprise Portals (B2B / B2C) Gather and define requirements for enterprise portals such as Dealer, Partner, or Customer portals Ensure seamless integration between portals and Microsoft Dynamics CRM Collaborate with UX, development, and integration teams to deliver intuitive, scalable portal experiences Stakeholder & Cross‑Functional Collaboration Partner with Sales, Customer Service, Operations, and regional business teams to ensure alignment Facilitate workshops, design sessions, and stakeholder reviews Act as the primary liaison between business users and IT delivery teams Delivery Support & Governance Ensure solutions meet business objectives, quality standards, and compliance requirements Support Agile / hybrid delivery models through backlog grooming, sprint planning, demos and prioritization Participate in UAT planning, execution, and defect triage On‑time delivery of CRM and portal capabilities Monitor and analyze post‑implement benefits realization Change Management & Adoption Support change management activities including training, documentation, and user communications Drive adoption by ensuring solutions are intuitive, well‑documented, and aligned to user workflows High stakeholder satisfaction and user adoption What You Need Education & Experience Bachelor's degree in business, Information Systems, or related field 5+ years of experience as a Business Analyst supporting Sales and/or Service domains Hands‑on experience with Microsoft Dynamics CRM / Dynamics365 in an enterprise environment Experience working on Enterprise Portals (Dealer, Partner, Customer, or SelfService portals) Functional & Technical Skills Strong understanding of Sales, Customer Service, and AfterSales business processes Experience with CRM entities, workflows, security roles, and data models Familiarity with portal integrations, APIs, and middleware concepts Experience working with Agile delivery teams and tools (e.g., Jira, Azure DevOps) Soft Skills Excellent stakeholder management and communication skills Strong analytical, documentation, and problem‑solving abilities Ability to work across global teams and manage competing priorities What is Nice to Have Strong experience using databases and Microsoft Office including Excel and PowerPoint and Jira. Strong root cause analysis, troubleshooting, analytical and presentation skills. Experience with Microsoft Power Platform (Power Apps, Power Automate, Dataverse) Exposure to CRM or portal cloud migration initiatives Experience in B2B or B2C customer engagement platforms Knowledge of UX / journey mapping and customer experience design Strong time management skills, ability to meet deadlines in a fast‑paced environment. What Makes You Eligible Willingness to work in an office in Northridge, California. Willingness to travel 5% of the time. Willingness to work across multiple time zones when needed. Must possess excellent communication skills. Must demonstrate effective listening skills. Successfully complete a background investigation and drug screen as a condition of employment. What We Offer Flexible work schedule with a culture encouraging work‑life integration. An inclusive and diverse work environment that fosters and encourages career development opportunities. Opportunity to collaborate with talented teams across the world. Extensive training opportunities through our own HARMAN University. On‑site opportunities to focus on personal well‑being and development provided by our Wellness Committee, Volunteer Committee, and Harman Women's Network. Professional development opportunities through HARMAN University's business and leadership academies and extensive course catalog. Tuition Reimbursement. Access to employee discounts on world‑class Harman and Samsung products (JBL, HARMAN Kardon, AKG, etc.). Access to HARMAN Campus Fitness Center and Cafeteria. An inclusive and diverse work environment that fosters and encourages professional and personal development. Salary Range $84,750 - $124,300, dependent on the position offered. Other forms of compensation such as bonuses or commission may also be available. Benefits Benefits HARMAN is interested in the health and wellbeing of you and your family and offers a range of benefits designed to support your needs for holistic wellbeing. Benefits and perks may vary depending on the nature of your employment with HARMAN, and may include paid vacation and holidays, paid sick leave, volunteer leave, and paid bonding and caregiver leave. Employees may also be eligible to participate in comprehensive medical, dental, and vision plans, fertility support and adoption assistance, Health Savings and Flexible Spending Accounts, retirement savings plan with employer match, short and long term disability coverage, life insurance, and more. Equal Opportunity Employer HARMAN is a proud Equal Opportunity Employer. HARMAN strives to hire the best qualified candidates and is committed to building a workforce representative of the diverse marketplaces and communities of our global colleagues and customers. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. ( Reasonable Accommodations HARMAN is committed to providing reasonable accommodations to applicants with disabilities. If you need assistance or an accommodation during the application process, please contact us at View email address on click.appcast.io. Requests will be considered on a case‑by‑case basis in accordance with applicable law. #J-18808-Ljbffr HARMAN