Business Analyst with CRM

Position: Business Analyst with CRM

Location: King of Prussia, PA (Hybrid)

Hiring: Fulltime with Hexaware Technologies.

Note: Need resource who worked on CRM migration project preferably Salesforce to dynamics 365. Need core BA preferably from clinical or pharma domain.

Business Analyst with CRM Knowledge

The Business Analyst will work within the program delivery team to elicit, document, validate, and manage business and data requirements for a clinical research organization migrating CRM functionality from Salesforce to Microsoft Dynamics 365 (and related Power Platform components). You will be a partner with clinical operations, data management, regulatory, safety/pharmacovigilance, sites, and IT to ensure requirements, data mapping, validations, and UAT are accurate, auditable, and traceable.

Key Responsibilities:

• Lead workshops and interviews with key business stakeholders to gather functional and non-functional requirements.
• Map current-state processes and CRM usage (Salesforce objects, flows, triggers, custom fields) and document gaps and improvement opportunities for the target Dynamics solution.
• Create process flow diagrams, user journeys, and persona-based requirements focusing on clinical workflows (site activation, investigator engagement, recruitment status, safety case follow-up).
• Produce and maintain clear functional specifications, user stories, acceptance criteria, and business rules.
• Maintain requirements traceability matrix linking business requirements to design, test cases, and cutover criteria.
• Define role-based access and data visibility rules aligned to regulatory controls.
• Lead data discovery for CRM-related datasets: identify required Salesforce objects, fields, attachments, custom objects, and relationships.
• Produce data mapping specifications from Salesforce schema to Dynamics entities, including master data reconciliation rules, deduplication, and de-identification/pseudonymization needs.
• Work with data engineers to define data validation, reconciliation, and exception management rules for each migration wave.
• Document interface requirements and data contracts for integrations (EDC/CTMS, ERP, safety reporting, document stores).
• Define expected data flows, transformation logic, frequency (real-time vs. batch), and error-handling expectations.
• Create UAT plans, test scenarios, and acceptance criteria covering functional, regression, and data reconciliation tests.
• Coordinate and facilitate UAT with clinical users and site representatives; capture and prioritize defects and change requests.
• Validate data reconciliation reports and confirm data integrity post-migration.
• Collaborate with change management to produce role-based training materials, quick reference guides, and process documentation tailored to clinical users.
• Support pilot deployments and hypercare by triaging issues and coordinating fixes with the technical team.
• Ensure requirements and solution design include audit trail, consent tracking, data retention, and record integrity controls.
• Support traceability for regulatory inspections and internal audits by maintaining clear documentation and sign-offs.

Required Qualifications:

• 12 years as a Business Analyst on CRM or clinical systems projects, with at least one end-to-end CRM implementation or migration (Salesforce or Dynamics 365).
• Domain experience in clinical research, life sciences, or healthcare familiarity with clinical operations, site/investigator lifecycle, or clinical data flows.
• Strong experience in requirements elicitation, process mapping, user story writing, and acceptance criteria definition.
• Practical experience producing data mapping/specifications and supporting data migration reconciliation.
• Knowledge of regulatory and privacy considerations relevant to clinical data (Google Cloud Platform, HIPAA, 21 CFR Part 11 awareness).
• Excellent stakeholder management, facilitation, and written communication skills.
• Experience working in Agile or hybrid delivery models and using tools such as Azure DevOps, Jira, Confluence, or similar.

Preferred Qualifications:

• Experience migrating from Salesforce to Dynamics 365 (or comparable CRM cross-migration experience).
• Familiarity with migration tooling (KingswaySoft, Azure Data Factory, SSIS) and data validation approaches.
• Prior exposure to integrations with EDC, CTMS, safety systems, or ERP in a clinical environment.
• Certifications: CBAP, PMI-PBA, IIBA, or Microsoft/CRM related certifications.
• Understanding of data de-identification/pseudonymization techniques and PHI handling.

Core Competencies:

• Analytical thinking and attention to detail with a strong focus on data integrity.
• Stakeholder facilitation and consensus-building across clinical and technical teams.
• Clear documentation and the ability to translate clinical requirements into technical specs.
• Risk awareness and ability to propose mitigation for compliance-sensitive items.
• Prioritization skills in complex, regulated program settings.