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:
oAccounts & Contacts Management
oLead & Opportunity Management
oCase Management
oCustomer Service Processes
oSales Automation
oCustomer 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)
oSales
oCustomer Service
oCustomer Insights
oPower Platform (Power Automate preferred)
•ServiceNow (Mandatory)
oITSM/Business Process Workflows
oIntegration Requirements
oCase and Service Management Concepts
Nice to Have
•Salesforce (SFDC)
oSales Cloud
oService Cloud
•Power BI
•Azure Integration Services
•API-based Integrations (REST/SOAP)
•Copilot/AI-enabled CRM capabilities
Salary Range: $64,000 - $105,000 a year
#LI-CM2
More Information
Application Details
- Organization DetailsTCS / Tata Consultancy Services
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