CRM Business Analyst - Microsoft Dynamics 365

Applied Medical•Rancho Santa Margarita, CA

18h•$90,000 - $135,000

About The Position

The CRM Business Analyst will act as a strategic liaison between global business stakeholders and technical teams to enhance Applied Medical’s utilization of Microsoft Dynamics 365 Sales, Marketing, and Customer Service. This role is responsible for assessing global business needs, translating them into clear user requirements, configuring the Dynamics 365 Sales, Marketing, and customer service platforms, improving CRM processes, and supporting solution delivery to drive measurable business outcomes. The analyst will play a key role in promoting user adoption, managing enhancements, and ensuring the platform’s configuration continues to align with evolving business priorities.

Requirements

At least 3 years of hands-on experience configuring and administering Microsoft Dynamics 365 Customer Engagement (CRM) apps – especially Sales (Leads, Opportunities, Accounts, Contacts), Marketing (Campaigns, Customer Journeys, Segmentation, Email Marketing, Lead Scoring), and Customer Service (Case Management, Queues, SLAs, Knowledge Base).
Strong understanding of Dynamics 365 configuration capabilities, including customizing forms/views, building workflows and business process flows, creating Power Automate flows, and designing dashboards and reports.
Proficiency with the Microsoft Power Platform (Power Apps, Power Automate, Power BI) for extending CRM functionality is highly desirable.
Good grasp of CRM data modeling and data management best practices, including data migration and data quality governance.
Experience integrating Dynamics 365 with SAP S/4HANA (or other ERP systems) to synchronize customer and transaction data is strongly preferred.
Familiarity with integration tools or middleware (e.g. Azure Logic Apps) and understanding of how to coordinate with technical teams on integration design.
Ability to develop CRM analytics and Power BI reports for sales and customer insights.
Experience integrating Dynamics 365 with SAP S/4HANA to enable seamless customers, order, and service data synchronization.
Skilled in evaluating business challenges and converting them into clear, actionable CRM system improvements.
Proficient in gathering requirements, documenting business processes, and developing well-defined user stories.
Strong capabilities in workflow mapping, gap analysis, and assessing solution options.
Strong expertise in system testing, end-user training, and supporting change management initiatives.
Proven skill in troubleshooting CRM issues and optimizing system configurations.
Ability to analyze workflows to recommend improvements or automation for efficiency.
Experience supporting and delivering optimized mobile experiences using Dynamic 365 applications.
Excellent communication and stakeholder management skills.
Strong attention to detail with the ability to prioritize and manage multiple initiatives.
Collaborative, proactive, and able to work effectively across cross-functional teams.
Ability to influence and guide stakeholders toward best practice and enhance CRM usage.

Nice To Haves

Bachelor's degree in Business, Information Systems, Computer Science, or related discipline.
Experience in the healthcare or medical device industry.
Experience interpreting data to support marketing and sales strategies
Microsoft Dynamics certifications are a plus (e.g., MB-210 (Sales), MB-220 (Marketing), or MB-230 (Customer Service).
Certifications in the Power Platform or related areas.

Responsibilities

Collaborate with the Field Implementations (Sales), Clinical Development (Marketing), and Clinical Education and Customer Relations (Customer Service) teams at Applied Medical to gather insight into their processes, identify pain points, and understand business requirements.
Lead comprehensive requirements-gathering workshops and process mapping sessions. Document current and future state workflows, and drive alignment on optimized CRM processes across Sales, Marketing, and Service areas.
Translate business needs into clear functional specifications and Dynamics 365 solution designs. Develop user stories and acceptance criteria, ensuring that proposed Dynamics 365 Sales, Marketing, and Customer Service configurations meet the documented requirements.
Configure and tailor Dynamics 365 Sales, Marketing, and Customer Service modules to Applied Medical’s needs – including entities like leads, opportunities, accounts, and cases, as well as Marketing customer journeys, campaigns, segmentation, and lead scoring models. Leverage out-of-the-box features and Power Platform capabilities (Power Automate, model-driven apps) to minimize custom development.
Collaborate with technical teams to integrate Dynamics 365 with SAP S/4HANA and other enterprise systems, ensuring seamless flow of customer, order, and service data across platforms.
Perform data validation for migrated data to ensure accuracy and integrity and identify opportunities for enhancements such as automation and the use of Power BI for advanced CRM analytics.
Develop and maintain intuitive CRM dashboards and reports to provide actionable insights (e.g. sales pipeline health, marketing campaign performance, customer service metrics). Enable data-driven decision making by ensuring key metrics are readily available to business users.
Drive User Acceptance Testing (UAT) and assist users in validating that the Dynamics 365 solution meets requirements. Proactively troubleshoot and resolve functional issues, collaborating with technical teams to ensure a high-quality release.
Coordinate with Applied Medical’s Learning team to create training materials and deliver user training sessions. Provide ongoing support to business users post-deployment and champion CRM best practices to drive high CRM adoption.
Monitor system usage and performance. Identify opportunities for process automation or system optimization (for example, streamlining workflows or improving page load times).
Enforce CRM data governance policies and data quality standards across all CRM processes. Ensure that data entry, security roles, and workflow configurations comply with Applied Medical’s compliance and quality requirements, and that proper governance controls are in place for any configuration changes.