Business Analyst ( CRM- MS Dynamics , ServiceNow,Logik.ai and Salesforce)

Must Have Technical/Functional Skills:
• Strong Business Analysis experience in CRM implementations.
• Expertise in Requirements Gathering and Documentation.
• Business Process Modeling (BPMN, Process Flows).
• Agile/Scrum methodologies.
• Stakeholder and Vendor Management.
• Data Analysis and Reporting.
• Experience with MS Dynamics ,ServiceNow,Logik.ai and Salesforce

Roles & Responsibilities

Business Analysis & Requirements Management
• Conduct workshops and requirement-gathering sessions with business stakeholders.
• Analyze current business processes and identify opportunities for optimization and automation.
• Document Business Requirements Documents (BRD), Functional Specifications (FSD), User Stories, Process Flows, and Use Cases.
• Translate business requirements into functional and technical specifications for development teams.
• Facilitate backlog grooming, sprint planning, and UAT activities.


CRM Solution Analysis
• Analyze and define business requirements related to Microsoft Dynamics 365 CRM modules.
• Work with stakeholders to design solutions for:


o Accounts & Contacts Management


o Lead & Opportunity Management


o Case Management


o Customer Service Processes


o Sales Automation


o Customer Insights and Reporting
• Support CRM process improvements and adoption initiatives.


ServiceNow Integration & Process Management
• Gather and document requirements involving ServiceNow workflows and integrations.
• Collaborate with ServiceNow and Dynamics teams to define end-to-end business processes.
• Ensure data consistency across CRM and ServiceNow platforms.


Stakeholder Management
• Act as the liaison between business users and technical teams.
• Present solution recommendations and facilitate decision-making discussions.
• Manage stakeholder expectations and communicate project status effectively.


Testing & Deployment Support
• Develop UAT scenarios and test cases.
• Support system testing, user acceptance testing, and defect resolution.
• Assist in change management, training, and deployment activities.

Required Skills


F unctional Skills
• Strong Business Analysis experience in CRM implementations.
• Expertise in Requirements Gathering and Documentation.
• Business Process Modeling (BPMN, Process Flows).
• Agile/Scrum methodologies.
• Stakeholder and Vendor Management.
• Data Analysis and Reporting.


Technical Skills
• Microsoft Dynamics 365 CRM (Mandatory)


o Sales


o Customer Service


o Customer Insights


o Power Platform (Power Automate preferred)
• ServiceNow (Mandatory)


o ITSM/Business Process Workflows


o Integration Requirements


o Case and Service Management Concepts


Nice to Have
• Salesforce (SFDC)


o Sales Cloud


o Service Cloud
• Power BI
• Azure Integration Services
• API-based Integrations (REST/SOAP)
• Copilot/AI-enabled CRM capabilities

Salary Range: $64,000 - $105,000 a year


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