CRM Applications Analyst
About The Position
Milton CAT is seeking a hands-on, collaborative CRM Applications Analyst to support the applications, processes, data, and integrations that enable equipment sales and service operations. As part of the Enterprise Applications team within Digital Services, this role has primary functional responsibility for Microsoft Dynamics 365 Customer Engagement (CE), CPQ solutions, and related Microsoft Power Platform capabilities. The analyst partners with business stakeholders and technology teams to translate business needs into effective, scalable solutions. The work combines business and process analysis with hands-on application support, configuration, testing, production support, and continuous improvement. The position can be based in Milford, Massachusetts; Syracuse, New York; or Londonderry, New Hampshire, and requires a hybrid schedule of two to three days in the office. Candidates must reside in Massachusetts, Rhode Island, New Hampshire, Vermont, Maine, New York, or Connecticut.
Requirements
- Bachelor's degree in Business, Information Technology, Computer Science, or a related field, or an equivalent combination of education and relevant professional experience.
- 3–5 years of experience as an Application Analyst, Functional Analyst, CRM Analyst, Business Systems Analyst, or in a similar role supporting enterprise business applications.
- At least 3 years of hands-on Microsoft Dynamics 365 Customer Engagement experience.
- Experience configuring, testing, administering, or supporting Microsoft Dynamics 365 in an enterprise environment.
- Experience with Agile/Scrum and/or Kanban delivery models, including backlog refinement and iterative delivery.
- Experience supporting production applications and participating in incident, change, problem, and release-management processes.
- Strong analytical, problem-solving, facilitation, communication, organizational, and stakeholder-management skills.
- Ability to take ownership, manage competing priorities, and drive assigned work and issues through completion.
- Must reside in Massachusetts, Rhode Island, New Hampshire, Vermont, Maine, New York, or Connecticut.
- Must work a hybrid schedule of 2–3 days in the office.
Nice To Haves
- Experience with Microsoft Power Platform, enterprise integrations, APIs, middleware, data synchronization, security, or cross-system business processes.
- Experience in heavy-equipment dealerships, equipment rental, field service, construction, distribution, manufacturing, or another asset-focused industry.
- Microsoft certifications in Dynamics 365 Sales, Dynamics 365 Customer Service, Power Platform Functional Consultant, Power Platform App Maker, or related areas.
- Dynamics 365 experience supporting Sales, Customer Service, or Field Service.
Responsibilities
- Partner with leaders, subject-matter experts, and end users to understand business needs, process challenges, operational requirements, and improvement opportunities.
- Analyze and document business processes, requirements, workflows, business rules, data needs, system dependencies, and functional requirements.
- Translate business needs into user stories, process designs, acceptance criteria, test scenarios, and actionable application enhancements.
- Provide hands-on functional support and configuration for Microsoft Dynamics 365 CE, focusing on Sales, Service, and Customer Service processes.
- Recommend configuration-first solutions that use standard Microsoft capabilities while supporting scalability, security, governance, and long-term maintainability.
- Partner with technical, integration, data, and application teams on solution design, integrations, automation, application changes, and platform enhancements.
- Create, refine, and manage application work items and backlog priorities in Azure DevOps, and participate in Agile/Scrum or Kanban delivery activities.
- Develop and coordinate functional, integration, regression, and user acceptance testing; track defects and support release readiness.
- Support adoption of new capabilities with documentation, user communications, job aids, release information, and training materials.
- Serve as a functional escalation point for production issues, identifying application, data, integration, security, process, and training-related issues and driving them toward resolution.
- Monitor recurring issues and user feedback to find opportunities to improve application performance, business processes, data quality, and user experience.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
