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CRM Business Analyst

18/02/2025
18/03/2025
Permanent - Full Time
Sydney office
Shared Services

The CRM Business Analyst is responsible for collecting and documenting business requirements, crafting tailored solutions, and collaborating with stakeholders to ensure the CRM system is effectively configured and customised to align with NobleOak’s needs. The CRM Business Analyst will facilitate workshops and gather requirements from various stakeholders to articulate business needs effectively.

This role will work closely with vendors, the Head of IT, and business leads to define solutions that align with business requirements, while also ensuring compliance with industry-standard security frameworks and regulatory obligations. Possessing a solid grasp of business analysis techniques alongside a strong technical understanding of Microsoft Dynamics 365, the CRM Business Analyst will drive continuous improvement across NobleOak’s CRM, managing changes during system implementations and upgrades, conducting in-depth analysis and diagnostics, process automation, and involvement in testing activities.

Job Description

Key Accountabilities

  • Business Analysis & Requirement Gathering:
    • Collaborate with stakeholders to gather, analyse, and document business requirements related to CRM processes.
    • Map business processes and user journeys, identifying opportunities to enhance CRM workflows within Dynamics 365.
    • Translate business needs into detailed functional specifications for developers, whilst also supporting development needs where required.
  • Microsoft Dynamics 365 Configuration & Optimisation:
    • Work with the wider IT department to configure and optimise Dynamics 365 based on business needs, recommending solutions to improve processes for employees and customer satisfaction.
    • Develop and configure workflows, dashboards, reports, and data fields within Dynamics to enhance user experience and efficiency. Communicate insights to the Head of IT and business leads, providing insights and solutions.
  • Testing & Quality Assurance:
    • Develop test cases and scripts for user acceptance testing (UAT) to ensure all configurations meet business requirements.
    • Conduct testing, identify issues, and work with developers to resolve them.
    • Ensure the successful implementation and deployment of CRM system enhancements.
  • Data Management & Reporting:
    • Design and generate CRM reports and dashboards that provide key insights into business performance and customer behaviour.
    • Monitor and maintain data quality within the CRM system, ensuring accuracy and compliance with data governance policies.
  • Stakeholder Engagement & Support:
    • Act as the primary point of contact between business units, providing end-user training and support to ensure smooth adoption of Microsoft Dynamics 365.
    • Work with business leads to ensure timelines, goals, and objectives for CRM projects are met, assisting with tracking project progress and provide regular updates to stakeholders.

Key Responsibilities

  • Delivery focus – Strive to meet or exceed all deliverables, metrics and KPIs while engaging effectively with team members and stakeholders.
  • Stakeholder Management – Identifying key stakeholders (including vendors) and working pro-actively to gain their support and endorsement by establishing contacts, conducting presentations/workshops and facilitating stakeholder meetings. Working closely with developers to ensure key deliverables are achieved in an accurate and timely manner.
  • Technical Documentation – Continual creation and maintenance of detailed documentation that accurately captures system requirements, technical specifications, and user manuals.
  • Delivery focus - Understanding and striving to meet or exceed all metrics and KPIs while providing excellent consistent customer service.
  • Culture Champion – Like all NobleOak roles, this role must be a strong ambassador and champion of the NobleOak high-performance culture and brand values. Always displaying positivity, energy and integrity, taking responsibility for actions and building on a positive and engaging diverse team dynamic. Our values and culture are outlined on the back page is this document.

Desired Skills and Experience

Capabilities

  • Excellent communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels.
  • Willing to roll your sleeves up, you’re able to develop and execute your own strategies and understand the target audience and what messages are relevant and purposeful.
  • You showcase the confidence, capability and prioritising skills to navigate competing demands.
  • You thrive in fast paced environment and deal with ambiguity, effectively managing the often changing priorities.
  • You couple a 'can do' attitude with a positive, friendly demeanour. You have a growth mindset and are emotionally intelligent.
  • C#, Net, and Dynamics 365 APIs
  • Customize Dynamics 365 and PowerApps, including model-driven apps and portals.
  • Strong understanding and exposure of Microsoft Dynamics solutions, including Dynamics 365 Marketing and Sales, Dynamics 365 Customer Service, and related modules
  • Manage version control with Azure DevOps and GitHub.
  • Proficiency in Power Platform (Power Apps, Power Pages, Power BI), Common Data Service/Model, and DevOps practices.
  • Proficiency in Azure technologies, particularly Azure Service Bus, Azure Functions to integrate Dynamics 365 with other systems seamlessly
  • Expertise in Customer Engagement (Sales, Marketing, Service, Field Services, Project Service Automation).

Experience & Qualifications

  • 5+ years of experience in designing, implementing, and optimizing Microsoft Dynamics solutions, with a focus on Dynamics 365 and Power Platform configuration, customisation, integration, and plugin/report development.
  • Microsoft Dynamics 365 CE or Power Platform certifications (desirable).
  • Experience leading teams in Dynamics 365 and Power Platform implementations.
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