Dynamics 365 CE Support Analyst

3 weeks ago

England, United Kingdom Catch Resource Management Full time

Dynamics 365 CE Support Analyst – D365 CE, Microsoft Dynamics 365, Customer Engagement, Technical Support, Troubleshooting, System Configuration, User Training, Issue Resolution, System Upgrades, Enhancements, Client Support, CRM, Platform Maintenance, User Assistance, Data Management, Integration Support, Software Updates, Service Desk, Help Desk, Functional Support, Systems Admin, Systems Analyst – Permanent – South England – Hybrid - £60-65k per annum


One of our clients is looking to recruit a Dynamics 365 CE Support Analyst to play the role of primary support and champion of their Dynamics 365 platform. This role will support the D365 CRM, specification, UAT, change requests, and the adoption of the platform.


Key Skills & Experience:


  • Previous experience as a Business System Analyst preferably with CRM and Microsoft Dynamics
  • CRM Business Analyst experience
  • Technical document writing for CRM requirements / specification
  • Experience in UAT
  • Demonstrated flexibility and a proactive mindset to readily engage in other activities as desired to enhance team objectives and overall organizational success
  • Excellent communication skills
  • Flexibility and can communicate with stakeholder


Main Responsibilities:


  • Elicit explicit and clear requirements from business stakeholders
  • Work closely with business and IT stakeholders to elicit business requirements and draft agile epics and stories.
  • Build prototypes and proof of concepts for business requirements and translate them into effective operational solutions
  • Develop and document detailed business process models, including "as-is" and "to-be" states, to guide system enhancements and drive process improvements.
  • Identify gaps in requirements and following up with stakeholders to resolve gaps, communicate requirements clearly using a variety of formats (e.g., user stories, acceptance criteria, functional.
  • Develop technical, functional, and strategic artefacts such as solution diagrams, business requirements, and business cases to support delivery of the projects across the SDLC.
  • Lead/facilitate planning events to elaborate, define accurate acceptance, prioritize, size, and schedule stories into sprints.
  • Participate in the testing and validation of system enhancements and upgrades, ensuring they meet business requirements and adhere to established quality standards.
  • Conduct interviews and facilitate workshops to elicit business requirements.
  • Write non-ambiguous business requirements/ user stories and the corresponding technical requirements/ user stories and get sign off from business stakeholders
  • Prepare business and functional requirements documents and all other required documentation as required
  • Research, analyse, model and organize information for developing requirements.
  • Facilitate requirements validation sessions and present findings to management and other stakeholders.
  • Manage the roadmap and sprint reports by keeping epics and stories correctly tagged and status up to date.
  • Work with the business and end users to solve issues and identify opportunities for technology-based solutions.
  • Compose user stories featuring well-defined acceptance criteria that will build the framework upon which software development decisions are based
  • Record ongoing changes to the user stories as they are being analysed, designed, and implemented during the sprints.
  • Develop an in-depth understanding of customer requirements to create complex business flow diagrams.
  • Participate in and be comfortable facilitating diagramming, modelling, prototyping, and backlog management efforts. Facilitate timeline estimate conversations and schedule ad-hoc meetings as required
  • Partner with technical leads and fellow product owners within the work stream for understanding the business need
  • Develop and maintain effective and collaborative relationships.
  • Prepare and manage product backlog in Dev Ops to ensure the backlog is up-to-date and user stories are elaborated on before planning events.
  • Own UAT end-to-end (UAT plan, data requirements, scheduling, meeting invites, daily defect triage calls, support & fixes)
  • Work with technical and development staff to conduct unit, system, and user acceptance testing. This includes developing and publishing test specifications, preparing test data, and creating user acceptance testing documents.
  • Test out functionality changes and perform impact testing on work prior to release for user testing.
  • Design, develop, document, and implement solutions in accordance with user requirements within project specifications.
  • Prepares project documentation and meeting minutes.
  • Conduct end user training for global users
  • Follow change control protocols in day-to-day activities.


Location: Hybrid, South England


Candidates must be eligible to work in this country.


Catch Resource Management is a leading provider of Dynamics 365, JD Edwards, NetSuite and other ERP resources to both end users and to product suppliers/authors.


Our consultants deliver a completely professional resourcing service, always backed up by our team of ERP specialists who are all experienced in full project life cycle implementation and support, thus ensuring that we fully understand our clients’ requirements and our candidates’ skills.


If you have the relevant skills and experience for this position we would welcome your application, however please note that we receive high levels of responses to our advertisements so can only immediately respond to those that are a close match. However, if you are interested in hearing about similar positions then please register on our website: www.catchgroup.com.

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