What are the responsibilities and job description for the Business Analyst (CRM- MS Dynamics , ServiceNow, Logik.ai and Salesforce) position at K&K Global Talent Solutions?
K&K Global Talent Solutions Inc. is an international recruiting agency that has been providing technical resources in the Canada and the USA region since 1993.
This position is with one of our clients in USA, who is actively hiring candidates to expand their teams.
Role:- Business Analyst (CRM- MS Dynamics , ServiceNow, Logik.ai and Salesforce)
Location:- Boise, ID (onsite)
Fulltime
Job Description
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:
o Accounts & Contacts Management
o Lead & Opportunity Management
o Case Management
o Customer Service Processes
o Sales Automation
o Customer 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)
o Sales
o Customer Service
o Customer Insights
o Power Platform (Power Automate preferred)
• ServiceNow (Mandatory)
o ITSM/Business Process Workflows
o Integration Requirements
o Case and Service Management Concepts
Nice to Have
• Salesforce (SFDC)
o Sales Cloud
o Service Cloud
• Power BI
• Azure Integration Services
• API-based Integrations (REST/SOAP)
• Copilot/AI-enabled CRM capabilities