Digital Business Analyst (Global Sales & Service)

HARMAN International•Los Angeles, CA

4d•Onsite

About The Position

The Digital Business Analyst – Sales & Service plays a critical role in enabling digital transformation across Sales, Customer Service, and After‑Sales functions. This role partners with business stakeholders and IT teams to define, analyze, and deliver scalable digital solutions with a strong focus on Microsoft Dynamics CRM (Dynamics 365) and Enterprise Portals (B2B/B2C). The role acts as a bridge between business and technology, ensuring requirements are clearly defined, solutions are aligned to business outcomes, and delivered capabilities drive adoption, efficiency, and customer experience improvements.

Requirements

Bachelor’s degree in business, Information Systems, or related field
5+ years of experience as a Business Analyst supporting Sales and/or Service domains
Hands‑on experience with Microsoft Dynamics CRM / Dynamics 365 in an enterprise environment
Experience working on Enterprise Portals (Dealer, Partner, Customer, or Self‑Service portals)
Strong understanding of Sales, Customer Service, and After‑Sales business processes
Experience with CRM entities, workflows, security roles, and data models
Familiarity with portal integrations, APIs, and middleware concepts
Experience working with Agile delivery teams and tools (e.g., Jira, Azure DevOps)
Excellent stakeholder management and communication skills
Strong analytical, documentation, and problem‑solving abilities
Ability to work across global teams and manage competing priorities
Willingness to work in an office in Northridge, California.
Willingness to travel 5% of the time.
Willingness to work across multiple time zones when needed.
Must possess excellent communication skills.
Must demonstrate effective listening skills.
Successfully complete a background investigation and drug screen as a condition of employment.

Nice To Haves

Strong experience using databases and Microsoft Office including Excel and PowerPoint and Jira.
Strong root cause analysis, troubleshooting, analytical and presentation skills.
Experience with Microsoft Power Platform (Power Apps, Power Automate, Dataverse)
Exposure to CRM or portal cloud migration initiatives
Experience in B2B or B2C customer engagement platforms
Knowledge of UX / journey mapping and customer experience design
Strong time management skills, ability to meet deadlines in a fast-paced environment.

Responsibilities

Business Analysis & Requirements Management Lead end‑to‑end requirements gathering for Sales and Service initiatives, including CRM and portal capabilities
Document business case and value realization, clear & high‑quality business requirements, functional specifications, user stories, and acceptance criteria
Analyze current‑state processes, identify gaps, and define future‑state solutions aligned with global standards
Microsoft Dynamics CRM (Dynamics 365) Work closely with CRM product owners, architects, and developers to define Dynamics 365 solutions for Sales and Customer Service
Translate business needs into CRM configurations, workflows, security roles, and data requirements
Support CRM enhancements, releases, UAT, and post‑deployment validation
Enterprise Portals (B2B / B2C) Gather and define requirements for enterprise portals such as Dealer, Partner, or Customer portals
Ensure seamless integration between portals and Microsoft Dynamics CRM
Collaborate with UX, development, and integration teams to deliver intuitive, scalable portal experiences
Stakeholder & Cross‑Functional Collaboration Partner with Sales, Customer Service, Operations, and regional business teams to ensure alignment
Facilitate workshops, design sessions, and stakeholder reviews
Act as the primary liaison between business users and IT delivery teams
Delivery Support & Governance Ensure solutions meet business objectives, quality standards, and compliance requirements
Support Agile / hybrid delivery models through backlog grooming, sprint planning, demos and prioritization
Participate in UAT planning, execution, and defect triage
On‑time delivery of CRM and portal capabilities
Monitor and analyze post-implement benefits realization
Change Management & Adoption Support change management activities including training, documentation, and user communications
Drive adoption by ensuring solutions is intuitive, well‑documented, and aligned to user workflows
High stakeholder satisfaction and user adoption

Benefits

Flexible work schedule with a culture encouraging work-life integration.
An inclusive and diverse work environment that fosters and encourages career development opportunities.
Opportunity to collaborate with talented teams across the world.
Extensive training opportunities through our own HARMAN University
On-site opportunities to focus on personal well-being and development provided by our Wellness Committee, Volunteer Committee, and Harman Women’s Network.
Professional development opportunities through HARMAN University’s business and leadership academies and extensive course catalog.
Tuition Reimbursement
Access to employee discounts on world-class Harman and Samsung products (JBL, HARMAN Kardon, AKG, etc.)
Access to HARMAN Campus Fitness Center and Cafeteria.
An inclusive and diverse work environment that fosters and encourages professional and personal development.