Lead Business Analyst - D365 Customer Engagement

Lead Business Analyst – Microsoft Dynamics 365 Customer Engagement Summary

The Lead Business Analyst will support enterprise business transformation initiatives focused on Microsoft Dynamics 365 Customer Engagement, including CRM, Field Service, and Customer Service modules. This role partners with business stakeholders, IT, operations, customer service, field service teams, and external vendors to improve business processes, optimize system capabilities, and drive successful D365 CE adoption.

This position serves as the bridge between business and technical teams, translating business needs into requirements, process flows, functional specifications, user stories, test plans, and system enhancement requests. The ideal candidate will have strong hands‑on Business Analysis experience supporting D365 CE implementations, enhancements, integrations, and process improvement initiatives.

• Lead requirements gathering sessions, stakeholder interviews, discovery workshops, and process design discussions.
• Analyze current‑state CRM, customer service, field service, and service operations processes.
• Create future‑state workflows, business requirements, functional requirements, business rules, user stories, use cases, and acceptance criteria.
• Identify opportunities to standardize, automate, and improve processes within D365 Customer Engagement.
• Partner with business leaders to align system enhancements with customer experience, operational efficiency, and KPI goals.
• Manage requirements validation, traceability, stakeholder sign‑off, and change control.
• Support the design, configuration, testing, and optimization of D365 Customer Engagement solutions.
• Work closely with developers, solution architects, vendors, and implementation partners to translate business requirements into system solutions.
• Support D365 CE functional areas including:
• CRM and customer lifecycle management
• Customer Service
• Field Service
• Case management
• Account and contact management
• Work order management
• Service agreements, entitlements, and SLAs
• Queues, routing, and escalations
• Knowledge management
• Resource scheduling and dispatch
• Field technician mobile workflows
• Customer portals and self‑service capabilities
• Develop functional specifications for workflows, dashboards, reports, automations, integrations, and system enhancements.

• Improve case intake, triage, assignment, escalation, resolution, and follow‑up processes.
• Support Field Service workflows related to work order creation, scheduling, technician assignment, service completion, and mobile field execution.
• Partner with Customer Service and Field Service teams to improve response times, SLA adherence, visibility, and customer satisfaction.
• Help standardize service delivery processes across teams, locations, and business units.
• Ensure D365 CE solutions support operational controls, data accuracy, and user adoption.

• Define reporting needs, KPIs, dashboards, and operational metrics within D365 CE and related tools.
• Support data validation, customer master data quality, account/contact integrity, and reporting accuracy.
• Partner with IT teams to support integrations between D365 CE and other systems, including ERP, finance, billing, inventory, scheduling, customer portals, and third‑party applications.
• Support Power BI, Excel analysis, D365 dashboards, and operational reporting as needed.

• Identify opportunities to automate manual workflows using Power Automate, Power Apps, Dataverse, and related Microsoft tools.
• Support automation for approvals, notifications, case routing, work order updates, field service processes, and customer communications.
• Partner with technical teams to ensure Power Platform solutions are scalable, secure, and aligned with business needs.

• Lead or support D365 CE projects from discovery through design, testing, deployment, and post‑go‑live support.
• Define project scope, objectives, deliverables, timelines, risks, and success metrics.
• Coordinate cross‑functional activities between business users,…