Lead Business Analyst (Customer Engagement

Microsoft CRM Lead Business Analyst

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The Microsoft CRM Lead Business Analyst is responsible for driving enterprise-wide business transformation initiatives leveraging Microsoft Dynamics 365 Customer Engagement (CRM) and the Power Platform. This role partners with business stakeholders and IT leadership to design, implement, and optimize CRM solutions across Sales, Customer Service, Field Service, and related functions.

The Lead Business Analyst acts as the primary bridge between business needs and technical delivery—translating strategic objectives into scalable, automated CRM solutions while ensuring successful adoption, governance, and continuous improvement.

The position, reporting to the Business Applications Manager, focuses on translating business strategy into improved, automated solutions.

Essential duties and responsibilities include:

• Partner with business leaders across Sales, Customer Service, and Field Operations to gather, document, and prioritize requirements
• Lead discovery sessions, process mapping, and gap analysis to identify optimization opportunities
• Translate business requirements into functional specifications and system design
• Serve as a trusted advisor to stakeholders on CRM capabilities and best practices
• Design and configure solutions across:
• Sales (Lead-to-Opportunity, pipeline management)
• Customer Service (cases, SLAs, knowledge management)
• Field Service (work orders, scheduling, asset management)
• Define end-to-end workflows leveraging D365 CE and Power Platform (Power Automate, Power Apps)
• Establish scalable data models, integrations, and automation strategies
• Ensure solutions align with enterprise architecture and roadmap
• Identify opportunities to streamline customer-facing and service operations
• Lead automation of business processes using D365 workflows and Power Platform
• Drive standardization and scalability across business units
• Promote data-driven decision-making through improved CRM usage and insights
• Lead functional work streams across CRM projects (implementations, enhancements, integrations)
• Coordinate with developers, architects, and external partners
• Manage scope, priorities, timelines, and risks for assigned initiatives
• Strong leadership presence and influence without authority
• Define and maintain CRM security roles, data governance, and access controls
• Ensure compliance with internal policies and audit requirements
• Establish standards for data quality, ownership, and lifecycle management
• Develop end-user training materials and documentation
• Lead workshops and enablement sessions to drive adoption
• Provide Level 2 and 3 functional support and troubleshoot complex issues
• Identify adoption gaps and implement improvement strategies
• Champion change management efforts to ensure successful adoption of new processes, systems, and automation capabilities

Other duties as assigned.

Supervisory responsibilities:

This position has no supervisory responsibilities.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or

Experience:

Bachelor's degree in Information Systems, Business Administration, Computer Science, or related field required. Experience leading technology projects and coordinating cross-functional teams. Strong communication, planning, and organizational skills. Experience working with technology vendors and consultants.

Preferred:

• 5–8+ years of experience as a Business Analyst supporting CRM or…