技术业务分析师 – Microsoft Dynamics 365 CRM
Technical Business Analyst – Microsoft Dynamics 365 CRM
我们正在寻找一位经验丰富的技术业务分析师，以支持全球企业环境中的大规模商业CRM转型。该职位将在业务利益相关者和技术团队之间起到关键桥梁作用，协助过渡到Microsoft Dynamics 365，并帮助将业务流程和需求转化为可扩展的技术解决方案。
地点：拉丁美洲 全程远程。工作时间基于美国中部时区。至少需要6小时重叠时间
公司简介：
Abstra是一家快速发展的近岸科技人才服务公司，为美国及其他地区的公司提供顶尖的拉丁美洲科技人才。由拥有超过15年经验的美国工程师创立，Abstra专注于在广泛的科技领域中寻找专业人才，满足客户的需求，推动创新和效率。
主要职责
业务与需求分析
- 与业务、技术和功能利益相关者合作，了解流程、痛点、目标和技术需求。
- 通过访谈、研讨会、流程审查以及现有系统和文档的分析，主导需求发现。
- 收集、分析、记录和验证业务、功能和非功能性需求。
- 将业务需求转化为需求、流程图、用例、史诗、用户故事和验收标准。
- 识别并记录业务规则、例外情况、依赖关系、假设和缺口。
- 协调需求评审、利益相关者对齐和验证。
- 在设计、开发、测试和部署过程中维护需求可追溯性。
Microsoft Dynamics 365与解决方案分析
- 支持在Microsoft Dynamics 365 CRM中设计和实现业务流程和功能。
- 与功能顾问、架构师、开发人员和集成团队合作，将业务需求转化为解决方案设计。
- 根据标准Dynamics 365功能评估需求，并确定配置、定制、集成或流程变更的需求。
- 支持CRM功能，包括案例管理、客户服务流程、队列和路由、活动、客户/账户信息和代理流程。
SDLC与交付支持
- 在整个SDLC（从发现和设计到开发、测试、部署和稳定）中支持功能分析。
- 与产品负责人和交付团队合作，确保项目顺利推进。
查看英文原文
We are seeking an experienced Technical Business Analyst to support a large-scale commercial CRM transformation within a global enterprise environment. This role will serve as a key liaison between business stakeholders and technology teams, supporting the transition to Microsoft Dynamics 365 and helping translate business processes and requirements into scalable technology solutions.
Location:LATAM 100% Remote. Working hours are based on the US Central Time Zone. Minimum 6-hour overlap
About the Company:
Abstra is a fast-growing, Nearshore Tech Talent services company, providing top Latin American tech talent to U.S. companies and beyond. Founded by U.S.-bred engineers with over 15 years of experience, Abstra specializes in sourcing skilled professionals across a wide range of technologies to meet our clients’ needs, driving innovation and efficiency.
Key Responsibilities
Business & Requirements Analysis
- Partner with business, technology, and functional stakeholders to understand processes, pain points, objectives, and technology needs.
- Lead requirements discovery through interviews, workshops, process reviews, and analysis of existing systems and documentation.
- Elicit, analyze, document, and validate business, functional, and non-functional requirements.
- Translate business needs into requirements, process flows, use cases, epics, user stories, and acceptance criteria.
- Identify and document business rules, exceptions, dependencies, assumptions, and gaps.
- Facilitate requirements walkthroughs, stakeholder alignment, and validation.
- Maintain requirements traceability throughout design, development, testing, and deployment.
Microsoft Dynamics 365 & Solution Analysis
- Support the design and implementation of business processes and capabilities within Microsoft Dynamics 365 CRM.
- Partner with functional consultants, architects, developers, and integration teams to translate business requirements into solution designs.
- Assess requirements against standard Dynamics 365 capabilities and identify needs for configuration, customization, integration, or process changes.
- Support CRM capabilities including case management, customer service workflows, queues and routing, activities, customer/account information, and agent workflows.
SDLC & Delivery Support
- Support functional analysis throughout the full SDLC, from discovery and design through development, testing, deployment, and stabilization.
- Partner with product owners and delivery teams to refine and prioritize the backlog and participate in Agile ceremonies.
- Clarify requirements during implementation and review delivered functionality against requirements and acceptance criteria.
- Support functional and integration testing, defect triage, UAT scenarios/test cases, and business acceptance.
- Support deployment readiness, release validation, cutover, and post-go-live stabilization.
- Assess impacts of new functionality, configuration changes, integrations, and system migrations.
Stakeholder & Cross-Functional Collaboration
- Serve as the bridge between business stakeholders and technical teams, translating business needs into actionable technical requirements.
- Facilitate workshops with stakeholders across functions, regions, and organizational levels.
- Identify and communicate gaps, risks, dependencies, and decisions requiring escalation.
- Coordinate across workstreams and technology teams to ensure end-to-end requirements and dependencies are understood.
- Navigate ambiguity and drive issues toward clear decisions and actionable next steps.
- Maintain project documentation such as requirements, process flows, business rules, data mappings, decision logs, and traceability artifacts.
Required Qualifications
- 5+ years of experience as a Business Analyst, Technical Business Analyst, Business Systems Analyst, or similar role supporting enterprise technology initiatives.
- Hands-on Microsoft Dynamics 365 CRM experience in business analysis, functional analysis, or implementation.
- Strong experience eliciting, analyzing, documenting, and validating business and functional requirements.
- Experience supporting the full SDLC, including design, development, testing, deployment, and stabilization.
- Ability to translate requirements into user stories, acceptance criteria, process flows, functional specifications, and related delivery artifacts.
- Ability to understand and document system integrations, data flows, mappings, dependencies, and business rules.
- Experience with CRM implementations, migrations, transformations, or major platform enhancements.
- Strong knowledge of Agile/Scrum practices and tools.
- Experience working in large, complex, matrixed organizations with globally distributed teams.
- Strong stakeholder management, workshop facilitation, analytical, and problem-solving skills.
- Excellent written and verbal English communication skills with technical and non-technical audiences.
- Experience with Microsoft Dynamics 365 Customer Service, particularly Case Management.
- Understanding of customer service concepts such as cases, queues, routing, SLAs, activities, escalation workflows, knowledge management, and agent experiences.
- Experience supporting a Salesforce-to-Microsoft Dynamics 365 migration or CRM platform transformation.
- Experience analyzing integrations between CRM platforms and enterprise applications, data platforms, APIs, middleware, or master data solutions.
- Experience with data migration, data mapping, and CRM data conversion activities.
- Experience supporting customer service, contact center, commercial, or customer experience processes.
- Experience working within a regulated, global enterprise environment.
- Experience with tools such as Azure DevOps, JIRA, Confluence, Visio, Lucidchart, Miro, or similar requirements/process documentation platforms.
- What We Offer:
- Competitive compensation paid in USD.
- 20 days of paid time off (PTO) per year.
- Opportunities for professional growth and career development.
- Company-provided equipment.
- A collaborative, inclusive, and multicultural work environment.
- The opportunity to contribute to meaningful projects alongside a talented and supportive team.
Pre-Employment Verification
As part of our standard onboarding process, candidates who successfully complete the interview process and accept an employment offer will be required to complete an employment verification check, and background check. This process will confirm job titles and dates of employment with two previous employers and is a standard requirement for all new employees joining the company.
Originally posted on Himalayas