Senior Business Analyst – Microsoft Agentic CRM (m/f/d)
在 DIGITALL,我们不仅提供技术，我们也为未来提供！我们是探索者，知识猎人，科技士，问题解决者和游戏变革者，他们希望获得启发和灵感。我们的 DIGITAL 员工总是走向前一步：与顶级技术合作，创新先于市场趋势，分享寻找更好的方法的热情。作为一个以人类为中心的组织，我们的团队建立在相互尊重和开放的沟通基础上，让每个人都能够真实地表达想法并释放自己的潜力。我们自豪的是我们的 DIGITAALL 聪明头脑，永远不会停止发展他们的技能来不断推进边界，做我们喜欢的事情。迪吉塔尔在全球范围内拥有1000名专家团队，遍布8个国家16个地点。你将作为 CRM 和 AI 之间的桥梁，分析和重新设计基于 Dynamics 365和 Power Platform 的流程，并将其转化为高影响性自动化和人工智能代理场景，跨越营销，销售，服务和支持部门。与业务利益相关者以及我们的 CRM/AI 技术专家团隊一起，你将定义路线图，设计端到端解决方案，确保成功使用对话式和自主代理。经过 CRM,商业分析和微软生态系统的多年的经验，你在敏捷项目中管理商业分析工作流，帮助客户从 Agentic CRM 中实现可测量的价值。这是你的工作：· 在 Microsoft Dynamics 365和 Power Platform 上分析并设计营销，销售，服务和支持过程，并确定自动化和 AI 代理使用案例，具有明确的业务影响和 ROI. ·通过将 CRM 与人工智能之间的桥梁转变为代理驱动场景 （聊天，语音，电子邮件，后台代理）来增强营销，出售，服务及支持单位，以提升其 CRM 到下一个水平。· 咨询企业利益相关者和产品所有者如何利用人工智能代理来优化 CRM 流程和客户旅游 · 与 Dynamics 365 / Power Platform 和 AI 解决方案架构师密切合作，设计结合工作流动自动化，低代码应用程序和人工智能代表能力的端到端解决方案 ·与商业和 IT 利益相关方共同创建 CRM 的人工智能和自动化路线图，包括优先考虑机器使用情况和快速获胜。·与商务过程主办理要求，精炼和发现进程研讨会进行准备和便利，重点关注反。
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At DIGITALL we don't just deliver technology we deliver the future! We are explorers, knowledge-hunters, tech geeks, problem solvers and game changers who want to inspire and be inspired. Our DIGITALL people are always one step forward: working with top-notch technologies, creating innovations ahead of the market trends, sharing the passion for discovering better ways. As a human-centric organization, our teams are built on mutual respect and open communication, allowing everyone to be authentic, express ideas and unleash their potential. We are proud of our DIGITALL bright minds and never stop developing their skills to keep pushing boundaries together and do what we love. DIGITALL operates globally with a team of 1000 experts in 16 locations across 8 countries.
You will act as the bridge between CRM and AI, analysing and redesigning Dynamics 365 and Power Platform–based processes and turning them into high‑impact automation and AI‑agent scenarios across marketing, sales, service and supporting units. Together with business stakeholders and our CRM/AI technical expert teams, you define roadmaps, design end‑to‑end solutions and ensure successful user adoption of conversational and autonomous agents. With several years of experience in CRM, business analysis and the Microsoft ecosystem, you manage the business analysis workstream in agile projects and help clients realise measurable value from Agentic CRM.
This is your job:
- Analyse and design marketing, sales, service and supporting processes on Microsoft Dynamics 365 and the Power Platform and identify automation and AI‑agent use cases with clear business impact and ROI.
- Act as the bridge between CRM and AI by turning CRM use cases into agent‑driven scenarios (chat, voice, email, back‑office agents) that enhance marketing, sales, service and supporting units to bring their CRM to the next level
- Advise business stakeholders and Product Owners on how to leverage AI agents to optimise CRM processes and customer journeys
- Work closely with Dynamics 365 / Power Platform and AI Solution Architects to design end‑to‑end solutions that combine workflow automation, low‑code apps and AI agent capabilities
- Support the co‑creation of an AI and automation roadmap for CRM together with business and IT stakeholders, including the prioritisation of agentic use cases and quick wins.
- Prepare and facilitate requirements, refinement and process‑discovery workshops with business process owners, focusing on opportunities for conversational and AI‑driven automation.
- Document processes, requirements and the proposed functional solution architecture in a structured and traceable way for business and technical stakeholders.
- Contribute to user‑adoption and change‑management activities (training materials, how‑to guides, demos) to ensure employees effectively work with new CRM agents and AI features.
- Support presales activities by preparing demos, use‑case descriptions and effort estimates for CRM‑ and AI‑agent–driven solutions.
- Take end‑to‑end responsibility for the business analysis workstream in agile project setups and act as a reliable point of contact between client stakeholders and our CRM and AI technical delivery teams.
- Project Management / Business Analysis
Your qualifications:
- Several years of professional experience in CRM or business analysis roles, ideally with at least 3–5 years in Dynamics 365 / Power Platform projects.
- Solid knowledge of Generative AI, Microsoft Copilot, AI agents in the context of the Microsoft portfolio
- Knowledge of different LLMs and their strengths/limitations is an advantage.
- Experience in requirements engineering (certification such as CPRE is an advantage) and in product backlog management with Azure DevOps or Jira.
- Practical experience in consulting or enterprise projects involving AI, data or cloud transformation; experience in one of our focus industries financial services, insurance, manufacturing, logistics or professional services is a plus.
- Strong understanding of agile project methodologies (Scrum, SAFe or similar) and experience working in interdisciplinary teams (business, IT architecture, data/AI, governance).
- Strong analytical and process‑thinking skills with the ability to map as‑is and to‑be CRM processes and identify opportunities for automation and agent‑based support.
- Very good moderation and communication skills, enabling you to work confidently with business process owners and to explain AI‑ and automation‑driven solution options in clear, non‑technical language.
- Very good German and English skills (spoken and written), a structured and solution‑oriented way of working and a high degree of self‑organisation.
- First successes in building and maintaining client or stakeholder relationships; consulting mindset and eagerness to grow into a trusted advisor role at the intersection of CRM and AI.
Organizational information:
- All applications will be treated in strict confidentiality
- Please note that only shortlisted candidates will be invited to an interview
Originally posted on Himalayas