What are the responsibilities and job description for the Senior Analyst - Microsoft Dynamics Customer Service position at Wesco?
As a Senior Analyst - Business Systems, you will be responsible for developing, deploying, and supporting business applications which automate exiting manual process and reporting for the assigned organization(s).
Responsibilities:
- Lead end‑to‑end business requirement gathering with Customer Care, Operations, Sales, and Support teams, acting as the primary liaison between business and IT
- Facilitate workshops to capture current‑state and future‑state customer service processes, including case intake, resolution, escalation, and closure
- Translate business needs into clear, testable functional requirements and design artifacts (BRD, FRD, user stories) for Dynamics 365 Customer Service implementations
- Own functional design for Case Management, including creation, updates, SLAs, entitlements, queues, routing rules, and assignment logic
- Define and validate Business Process Flows (BPFs) to standardize case lifecycle and agent workflows
- Partner with solution architects to determine out‑of‑the‑box vs customization decisions and ensure fitment to Dynamics capabilities
- Support design of AI‑assisted triage and case deflection, including basic Power Virtual Agent (PVA) setup and routing logic
- Work closely with development and configuration teams in Agile delivery, participating in backlog grooming, sprint reviews, and Show‑and‑Tell demos
- Define and execute UAT scenarios, system integration test cases, and data validation, ensuring requirements traceability
Qualifications:
- Bachelor’s Degree – IT, Computer Science, or Supply Chain.
- 4-10 years experience required creating/developing and delivering/implementing commercial software (ERP, CRM) and technology solutions.
- 4-10 years experience in Microsoft Dynamics Customer Service module
- Knowledge of Microsoft Power platform (Dataverse, Power portals or Power pages, Power automate and Model driven app) is essential.
- Knowledge of HTML, Liquid templates, Javascript, Jquery and CSS.
- Excellent communication skills and a proven track record of working with business users and key stakeholders to analyse and translate business requirements into Design documents
- Certification in Microsoft Dynamics 365 for Customer Service or any other Dynamics modules or Power platform tools is an added advantage.
- Strong problem-solving skills and the ability to analyze workflow and processes.
- Experience in project management and planning.
- Ability to travel up to 25%.
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