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Cognizant

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Sr. Business Analyst

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Job Summary

Dynamics 365 Developer role in a hybrid work model focusing on Dynamics 365 responsible for analyzing complex business requirements and converting them into scalable CRM solutions for sales and service teams. The role enables compliant GxP ready processes enhances customer relationship management and drives measurable business value through data driven insights and optimized workflows.

Responsibilities

Analyze business processes across sales and service functions to identify gaps improvement opportunities and alignment needs with Dynamics 365 capabilities\\r

Translate stakeholder requirements into clear functional specifications that can be implemented within Microsoft Sales Copilot and Dynamics 365 solutions\\r

Configure Dynamics 365 Sales and Dynamics 365 Service modules to support opportunity management case handling and customer interaction tracking with high usability\\r

Optimize use of Dynamics 365 Field Services to streamline work order management and resource scheduling while improving operational efficiency\\r

Design compliant workflows leveraging Dynamics 365 GxP features to help ensure audit ready and traceable processes in regulated environments\\r

Coordinate with technical teams to validate that Dynamics 365 configuration customizations and integrations align with documented functional requirements\\r

Create detailed reporting specifications for Dynamics 365 reporting to deliver meaningful dashboards and analytics for business stakeholders\\r

Enhance the usage of Dynamics 365 App for Outlook by defining scenarios configurations and user guidance that improve productivity in daily customer interactions\\r

Develop user stories process maps and acceptance criteria that capture complex scenarios in customer relationship management and customer problem management\\r

Support user acceptance testing by preparing test cases guiding business users and documenting defects and enhancements with clear business impact\\r

Deliver training content and conduct workshops that enable end users to adopt Dynamics 365 and Microsoft Sales Copilot features effectively in a hybrid work environment\\r

Monitor solution performance and user feedback to recommend incremental improvements that increase satisfaction reduce manual effort and improve process adherence\\r

Align day to day work with organizational objectives by demonstrating how optimized Dynamics 365 solutions improve customer satisfaction and business outcomes\\r

.Qualifications\:\\r

Possess seven to eleven years of experience as a business analyst with a primary focus on CRM transformations and enterprise scale implementations\\r

Demonstrate strong practical experience configuring Dynamics 365 Sales modules including entities views forms business rules and sales processes\\r

Exhibit hands on expertise in Dynamics 365 Service and Dynamics 365 Field Services with emphasis on case management service level tracking and field operations\\r

Show proven exposure to Microsoft Sales Copilot and Dynamics 365 Copilot to design and refine assisted experiences that support sales and service users\\r

Apply working knowledge of Dynamics 365 GxP capabilities to design processes that support compliance traceability and validated usage in regulated contexts\\r

Display proficiency in Dynamics 365 App for Outlook to support seamless integration between email channels and core CRM activities\\r

Utilize strong skills in Dynamics 365 reporting and analytics tools to define metrics design reports and guide data driven decisions\\r

Bring experience in Dynamics 365 configuration including security roles business process flows and system settings aligned to organizational policies\\r

Leverage understanding of customer relationship management practices to propose solutions that strengthen customer journeys and long term engagement\\r

Use experience in managing customer problems and escalations to define processes that enable faster resolution and improved customer trust\\r

Communicate effectively with cross functional stakeholders capturing diverse perspectives and integrating them into robust CRM solutions\\r

Adapt comfortably to hybrid work arrangements while maintaining strong collaboration habits and clear communication through digital tools and meetings\\r

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