CRM Business Analyst

Position Overview:

Under the direction of the CRM Manager, the D365 CRM business analyst is someone who performs a variety of Dynamics CRM work in accordance with company policies and procedures. Duties include providing ongoing support for CRM business users across America’s SBU’s, analyzing current CRM processes and making suggestions for improvements, developing specifications and/or programming enhancements to CRM, and assisting in implementing new CRM modules. This is a non-supervisory position.

Responsibilities:

· Provide D365 CRM skills with Johnson group operation and domain knowledge to support the implementation of the Americas region SBUs (Mexico, Canada, and the US), following the JHT group standard and unifying processes.

· Collaborate with business units to gather, analyze, and document requirements for CRM enhancements and new features.

· Translate business needs into functional specifications and user stories for development teams.

· Lead workshops and discovery sessions to identify process improvements and automation opportunities.

· Configure and customize Dynamics 365 CE modules (Sales, Customer Service, Marketing) as needed.

· Support data migration, integration, and reporting initiatives related to CRM.

· Conduct gap analysis and recommend solutions to improve CRM usability and performance.

· Partner with developers, testers, and project managers to ensure the successful delivery of CRM projects.

· Provide training, documentation, and support to end-users.

· Stay current on D365 CE updates, features, and best practices

Marginal Job Functions:

· Other projects as needed

Education:

· Bachelor's degree in Computer Science, Information Systems, or other related field required

Experience:

· 3 years of experience as a Business Analyst focusing on Microsoft Dynamics 365 CRM.

· Minimum 1 CRM Implementation

· Strong understanding of CRM business processes, especially Sales, Marketing, and Customer Service.

· Experience with Power Platform (Power Automate, Power Apps, Power BI) is a plus.

Other Requirements:

· Proficiency in writing functional specs, process flows, and user stories.

· Excellent communication, problem-solving, and stakeholder management skills.

· Microsoft certifications in Dynamics 365 or Power Platform are a plus.

· A valid driver’s license is required for local travel

· Position will be subjected to pre-employment and annual motor vehicle record (MVR) checks. Must be able to successfully pass MVR checks to drive on behalf of the company.

Benefits:

We offer an excellent compensation package and team-oriented work environment with growth opportunities. Some of our outstanding benefits include:

· Health & Dental Insurance

· Company paid Life Insurance

· 401(k)

· Paid Time Off benefits

· Product discounts

· Wellness programs