CRM/Sales Business Analyst

Gregory Poole•Raleigh, NC

About The Position

The ERP Business Analyst II independently supports assigned business areas and ERP modules, leading requirements gathering, solution design, testing, training, and operational support for defined functional domains. The role serves as the primary liaison between business users, IT, and ERP support teams for assigned processes, with a particular focus on D365 CRM/Sales. Documented experience in this field is required. The position analyzes business processes, translates needs into functional specifications, supports ERP configuration and solution delivery, and coordinates testing and releases. It also provides functional support and training to users, maintains process documentation, and contributes to continuous improvement, ERP governance, and standardization efforts.

Requirements

Bachelor’s degree in computer science, information systems, business administration, or a related field, or equivalent work experience.
3–5+ years of experience in business systems, ERP, or operations.
Documented experience working with D365 CRM/Sales.
Proficiency with Microsoft Dynamics AX 2012/D365 and Microsoft Office (Word, Excel, and PowerPoint).
Demonstrated experience in requirements definition, configuration, testing/UAT, and release support.
Strong analytical skills, including the ability to identify process gaps, design solutions, and quantify impact.
Excellent written and verbal communication, facilitation, customer service, and stakeholder management skills.
Experience working with external vendors/VARs and cross-functional delivery teams.
Strategic and systems thinking, a process-improvement and continuous-improvement mindset, and a change-leadership mindset.
Intermediate to advanced skills working with PC or mainframe applications.
Ability to sit for extended periods while using a PC and telephone.
Commitment to complete CI Leader training offered by the GPEC CI Team within 12 months, if not already completed.

Nice To Haves

Bilingual Spanish/English skills.
Experience with test management, requirements tracking, and ticketing tools such as Azure DevOps, Jira, or ServiceNow.
Experience in ERP product management, release management, or business systems analysis for D365 Finance & Operations or other D365 modules.
Adult training or facilitation experience.
Attendance at CI Leader training offered by the GPEC CI Team.

Responsibilities

Lead requirements-gathering sessions for assigned functional areas and translate business needs into functional specifications and user stories.
Conduct process mapping, workflow analysis, and gap assessments; identify inefficiencies and recommend process improvements.
Define functional requirements for system enhancements and changes.
Configure ERP modules within the assigned functional scope and validate system design against business requirements.
Support integration, reporting, and data-related enhancements; collaborate with IT and vendors to implement system changes.
Develop test plans and scenarios, coordinate and lead User Acceptance Testing (UAT), validate changes before production release, and document defects through resolution.
Support release planning and post-implementation stabilization.
Serve as the primary functional contact for assigned business units; investigate and resolve ERP-related issues and service requests.
Develop and deliver end-user training; maintain process documentation, SOPs, and system guides; provide ongoing user guidance.
Identify opportunities for process optimization and automation, evaluate enhancement requests, and make recommendations.
Support ERP governance and standardization and contribute functional expertise to cross-functional initiatives.
Promote adoption of ERP best practices within the assigned area.