Business Process Analyst V

Job Title:
Business Process Analyst:

Job Location:
King of Prussia, PA

Job Duration: 11 Months on W2

Description:

This position requires 10+ years’ experience.

Job Duties include:

• Defining/redefining Business processes related to customer-impacting/customer journey/call center-related customer journeys in Microsoft Dynamics CRM (D365)
• Capturing business requirements, identifying testing scenarios, and other functions as a BPA
• Coordinating with technology architects to define solutions for build/purchase
• Processes will cross multiple technologies including CRM, SAP, digital platforms, BI, Qlik, and others
• Working with customer operations (call center, digital, back office), consulting, customer experience business SMEs, and IT technical teams including architects, developers, integration experts, and data experts
• Accelerated timeframe with delivery of various releases throughout calendar year 2023

Online digital self-service initiatives:

• Enabling the definition/revision of Business processes related to customer-impacting/customer journey/call center-related customer journeys in Microsoft Dynamics CRM (D365)
• Capturing business requirements, identifying testing scenarios, and other functions as a BPA
• Coordinating with technology architects to define solutions for build/purchase
• Identifying and facilitating the architecture and design of cross-tech platform integrations for business processes crossing multiple technologies including CRM, SAP, digital platforms, BI, Qlik, and others
• Collaborating with IT Business Partner Team, customer operations, consulting, customer experience SMEs, and IT technical teams
• Delivering various process improvements to integrate Microsoft Dynamics 365-SAP and other platform integrations
• Coordinating with Project Managers, IT Business Partners, and Architects
• Managing initiatives like Microsoft Dynamics 365 CRM Call center enhancements, Billing improvements, Online digital experience integrations, and new customer growth initiatives
• Handling medium-sized initiatives such as end-to-end business process flows, automation of account creation, and Active Directory tenant migration

Required Qualifications:

• Location:
  
  Preferably local/regional, but remote work possible with some travel to King of Prussia, PA or other locations at key stages like design, architecture, and go-live
• Experience with CRM-related initiatives
• Ability to work in a hybrid waterfall/agile environment
• Managing multiple projects simultaneously
• Using Microsoft Dev Ops for project management
• Utilizing Slack for collaboration and communication
• Strong communication skills across various formats
• Ability to lead discussions and work independently as needed
• Strong organizational skills