Technical CRM BA

Join us, and shape the future of customer relationship management!

Kraków – based opportunity with hybrid work model (1 day/week in the office).

As a Technical CRM Business Analyst, you will be working for our client, a leading global financial institution that is implementing Microsoft Dynamics 365 as its core customer relationship management (CRM) platform across multiple countries. You will play a crucial role in analyzing business processes, gathering requirements, and configuring the Dynamics 365 application to enhance customer engagement. Collaborating with stakeholders, you will ensure the CRM solution aligns with business objectives, while also identifying areas for improvement and providing expert guidance on best practices and implementation strategies.

Your main responsibilities:

• Analyzing customer business requirements and configuring Microsoft Dynamics 365 to meet their needs
• Collaborating with stakeholders to gather and document functional and technical requirements
• Providing expert advice on CRM solutions and best practices
• Conducting workshops and training sessions for end-users
• Performing system testing and user acceptance testing
• Ensuring alignment between business processes and Microsoft Dynamics standard functionalities
• Utilizing Microsoft ALM stack (VSTS, PowerApps) for project tracking and implementation
• Supporting CRM implementation throughout its lifecycle, including post-deployment support
• Recommending improvements based on industry best practices and business insights
• Creating high-quality deliverables such as documentation, presentations, and reports

You’re ideal for this role if you have:

• 8+ years of experience in Microsoft Dynamics D365 Sales implementations
• Hands-on experience with at least 3 full lifecycle CRM implementations
• Strong ability to analyze and document business processes and requirements
• Knowledge of Microsoft ALM stack (VSTS/TFS, PowerApps)
• Excellent problem-solving and conflict-resolution skills
• Ability to facilitate workshops and conduct training sessions effectively
• Experience in process development and re-engineering using best practices
• Strong client relationship management and communication skills
• Capability to work independently and prioritize tasks efficiently
• A results-oriented approach with a focus on project value and customer satisfaction

It is a strong plus if you have:

• Experience in financial services or banking industry

Internal number #6803