Business Analyst - D365 Customer Service - 12+ months - Remote

Business Analyst - Dynamics 365 Customer Service

Role Purpose
We are looking for a Business Analyst to support a large-scale Technical Service transformation. In this role, you will translate business needs into clear, actionable requirements aligned with Microsoft Dynamics 365 Customer Service standards. You will act as a key bridge between business stakeholders, internal delivery teams, and external vendor partners.

Key Responsibilities

• Lead requirements discovery and clarification for Technical Service processes across multiple markets
• Translate business needs into:
  • User stories
  • Acceptance criteria
  • Process flows
  • Development-ready backlog items
• Support MVP definition, scope prioritisation, and backlog refinement
• Work closely with the Solution Architect to ensure feasibility and a standard-first design approach
• Facilitate alignment between business users, internal development teams, and external vendors
• Support UAT preparation, test scenarios, and business validation
• Ensure solutions are implementation-ready and focused on adoption and usability

Expected Experience & Skills

• Strong experience as a Business Analyst within CRM/Customer Service platforms
• Proven, hands-on experience with Microsoft Dynamics 365 Customer Service
• Experience working in multi-market/multi-country environments
• Comfortable operating in hybrid delivery models (internal teams + vendors)
• Strong stakeholder communication, facilitation, and documentation skills

If that sounds like a match, apply directly or send your CV

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