Senior Manager - Business Analyst/Functional Consultant (5-20 yrs)

Senior Manager - Business Analyst/Functional Consultant

Areas of Work: Microsoft Business Analyst/Functional Consultant - MS D365 Customer Service & Marketing, Service module.

Location: Delhi, Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad.

Years of Exp: 5-20Years.

Responsibilities:

- Leverage expertise in designing key tools: Apply the 5-6 years of expertise in MS Dynamics CRM 365 Customer Service, Marketing and Sales, Case Management, Telephony Integration, Omni-Channel Routing, Service Analytics, Sales and Service Process, D365 Marketing features and Automation.

- Enable MS Dynamics 365 CRM solution: Apply this to facilitate solution build on MS Dynamics CRM ecosystem (Customer Service, Marketing, Sales, etc.

- Apply key business Analysis skills: Focus on process analysis and designing/redesigning Customer Service and Marketing processes with the purpose of resolving process bottlenecks and pain areas.

- Hands-on with MS Dynamics 365 Customer Service, Marketing, Sales - Power Platform knowledge Good to Have.

- Experience of working with business stakeholders across multiple geographic areas, with different priorities and requirements.

- Ability to work in high-paced and complex projects and understand industry-specific customer service processes, marketing and campaigning processes, operations and functional needs.

- Thorough skills to manage stakeholder expectations and be engaging in resolving issues and risks for the success of the project.

- Project management experience, including the ability to manage multiple projects simultaneously.

- Familiarity with project management methodologies (e., Agile, Waterfall).

- Ability to articulate the business value of recommendations/plans/strategies.

- Excellent analytical and problem-solving skills.

- Strong understanding of business processes, workflows, and systems.

- Thorough understanding of MS Dynamics CRM Framework and integration with internal and external components.

- Technical implementation experience - not mandatory but good to have.

- Maximize deep skills to manage stakeholder expectations: Engage in resolving issues and risks for the success of the project and MS Dynamics 365 CRM Framework and integration.

- Deep dive with MS Dynamics 365 CRM certification: Certification in one or more these focused solution areas Service/Marketing/Sales Functional Consultant