Dynamics CRM Systems Analyst

Title:
Dynamics CRM Analyst
Location:
Charlotte, NC
Duration: Initial 6 months contract with extensions
Work Requirements: US Citizen, GC Holders or or Authorized to work in US

Position Summary The Dynamics CRM Systems Analyst will work closely with the Product Owner, business stakeholders, developers, third-party vendors, and the broader user community to bridge business needs and technical delivery for clients Microsoft Dynamics 365 CRM and Field Service platform, internally branded as Smart Tech. The role is responsible for functional and systems analysis, configuration support, quality assurance, documentation, troubleshooting, and continuous improvement of enterprise-level applications that support field service and CRM operations.

Primary Responsibilities The Dynamics CRM Systems Analyst will be accountable for the following responsibilities:

• Partner directly with business team members, Product Owners, developers, third-party technology vendors, and end users to identify business needs and translate them into clear application requirements.
• Gather, analyze, and document functional and technical requirements, user stories, acceptance criteria, process flows, specifications, and solution design inputs.
• Support backlog grooming by collaborating with analysts, developers, Product Owners, and business stakeholders to ensure development work is appropriately defined, prioritized, and ready for execution.
• Serve as a primary liaison between business teams and technical resources to ensure shared understanding of documented requirements and expected system behavior.
• Test and validate system functionality to ensure solutions align with approved requirements, business processes, and quality standards.
• Write and execute functional test scripts, support system integration testing, assist with user acceptance testing, and coordinate validation activities with other analysts and stakeholders.
• Evaluate system deliverables to confirm they are free of defects, meet department quality standards, and satisfy business needs before release.
• Identify system inefficiencies, data quality concerns, process gaps, and opportunities for optimization within Dynamics CRM, Field Service, and related integrations.
• Support data migration, integrations, implementation of new features, and ongoing enhancements across Smart Tech and connected business applications.
• Monitor system performance, data integrity, usage trends, and user feedback to recommend improvements and proactively address issues.
• Maintain standards for requirements documentation, deliverables, testing artifacts, and knowledge base materials.

Required Qualifications

• Bachelor's degree in Computer Science, Information Systems, Business, or a related field; equivalent experience may be considered where appropriate.
• 3+ years of experience working with Microsoft Dynamics 365 CRM;
  Dynamics 365 Field Service and Field Service Mobile experience strongly preferred.
• 3-5 years of experience in a functional analysis, systems analysis, technical analysis, or related enterprise application support role.
• General understanding of CRM architecture, application architecture, data relationships, integrations, and enterprise application delivery practices.
• Experience translating business requirements into solution designs in partnership with Product Owners, architects, developers, and business stakeholders.
• Experience developing user stories, application requirements, process flow diagrams, UI mockups, and detailed functional specifications.
• Experience using requirements elicitation techniques such as stakeholder interviews, job shadowing, brainstorming, business process analysis, facilitation, and process flow documentation.
• Strong analytical and critical-thinking skills with the ability to troubleshoot application issues and assist in timely resolution.
• Strong written and verbal communication skills, including the ability to communicate with technical and non-technical audiences.
• Excellent organizational and time management skills with the ability to manage multiple priorities independently.
• Ability to work effectively both independently and in a team environment.
• Demonstrated ability to build relationships at all levels of the organization and gain consensus across multiple stakeholder groups.
• Committed and enthusiastic approach to supporting business customers, field users, and end users.

Preferred Skills and Experience

• Experience working in an Agile/Scrum delivery environment.
• Experience using Azure Dev Ops for backlog management, user stories, test cases, and delivery tracking.
• Experience in a technical, systems, or integrations analyst role.
• Formal training or certification in Business Analysis, group facilitation, project management, product management, Agile, Scrum, or Microsoft Dynamics 365.

Work Environment and Schedule

• Hybrid work environment with Monday and Friday work from home and Tuesday, Wednesday, and Thursday in office.
• Occasional travel may be required based on project, implementation, training, or…