Senior Analyst; Dynamics 365

The Senior Analyst is responsible for the analysis of highly complex applications, websites, databases and systems, providing third-level technical support, testing and defect management. Leads team initiatives while simultaneously participating in multiple IT project efforts with limited oversight from leadership. Contributions are felt across a breadth of development efforts. Has a working knowledge of advanced concepts, practices, and procedures. Demonstrates a keen understanding of both IT and the business we support.

Serves as a subject matter expert for the Dynamics 365 application (Customer Engagement), the Power Platform tools, and for technologies and integrations, and business processes.

• Conducts analysis of business and system processes, system data, integration, and reporting.
• Performs strategic research and defines, tests, documents and manages requirements according to approved standards/procedures.
• Serves as the application and technical subject matter expert.
• Provides defect management of applications, systems, databases, or websites.
• Predicts potential problems and provides recommendations and documents solutions according to approved standards/procedures.
• Provides expertise on the resolution of the most complex system design and integration problems.
• Prepares, maintains and archives detailed system artifacts according to approved standards/procedures.
• Provides escalated (tier
  3) support including on-call (after hours, weekends, holidays) for priority issues.
• Troubleshoots highly complex production issues and acts as escalation point.
• Evaluates and follows through on issues and problems until resolved.
• Identifies and leads process improvement efforts within teams.
• Contributes to and champions best practices, methods, standards, and processes.
• Leads analysis for the evaluation and selection of new analysis solutions and tools.
• Leads knowledge sharing and understanding amongst the team.
• Configures Dynamics 365 to meet business requirements.
• Consults with other teams regarding technology solutions for business needs and/or problem resolution.
• Proactively engages with Microsoft's website/documentation to understand upcoming features.
• Uses their deep analysis skills to determine possible uses for new functionality.
• Perform other duties as assigned.

• Organizational Impact:
  Works to achieve day-to-day objectives with significant impact on operational results within area of work. Works independently under limited supervision. May be responsible for entire projects or processes within area. Typically, responsible for coaching and reviewing the work of lower-level professionals.
• Leadership & Talent Management:
  May be responsible for providing guidance, coaching and training to other employees within functional area. May manage projects at this level, requiring responsibility for the delegation of work and the review of others' work product.

• Minimum high school diploma or equivalent (GED) required. Typically requires a university degree or equivalent experience and minimum 4-6 years of prior relevant experience.
• Requires broad knowledge of area typically obtained through advanced education combined with experience. May have practical knowledge of program or project management.

• Minimum 4 years of hands‑on experience with Dynamics 365 Sales, Service, and/or Customer Insights (Marketing) modules in the areas of configuration, administration, enhancement, and support of the platform.
• Minimum 4 years of experience with Power Platform suite of tools (Power BI, Power Automate, etc.)
• Minimum 4-6 years of experience required in a Business/Systems Analyst role.
• Experience writing SQL queries.
• Driven to see problems from a customer perspective; a sense of urgency to solve problems and enable solutions through the Dynamics 365 platform.
• Self‑motivated with strong commitment to team environment; team player who fosters collaboration.
• Thorough understanding of software development lifecycle and Agile/Scrum methodology.
• Keen attention to detail, strong organizational skills, and excellent written and verbal communication skills.

• Dynamics 365 Customer Service Functional Consultant (Exam MB-230)
• Dynamics 365 Customer Insights – Journeys (Exam MB-220)
• Power Platform Functional Consultant (Exam PL-200)
• Dynamics 365 Customer Experience Analyst Associate (Exam MB-280)

May require travel.

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