Lead Business Analyst (Customer Engagement)

Clean Energy•Newport Beach, CA

1d•$130,000 - $140,000•Onsite

About The Position

The Microsoft CRM Lead Business Analyst is responsible for driving enterprise-wide business transformation initiatives leveraging Microsoft Dynamics 365 Customer Engagement (CRM) and the Power Platform. This role partners with business stakeholders and IT leadership to design, implement, and optimize CRM solutions across Sales, Customer Service, Field Service, and related functions. The Lead Business Analyst acts as the primary bridge between business needs and technical delivery—translating strategic objectives into scalable, automated CRM solutions while ensuring successful adoption, governance, and continuous improvement. The position, reporting to the Business Applications Manager, focuses on translating business strategy into improved, automated solutions.

Requirements

Bachelor’s degree in Information Systems, Business Administration, Computer Science, or related field required.
Experience leading technology projects and coordinating cross-functional teams.
Strong communication, planning, and organizational skills.
Experience working with technology vendors and consultants.
Deep functional knowledge of D365 Sales, Customer Service (Field Service a plus)
Strong experience with Power Platform (Power Apps, Power Automate)
Experience integrating CRM with ERP, Azure or third-party systems
Strong analytical, documentation, and stakeholder communication skills
Strategic thinking and business process transformation
Problem-solving and decision-making in complex environments
Effective communication with both technical and non-technical audiences
Advanced skills in Microsoft Office applications, specifically Word, Excel and Outlook.
Experience with Microsoft D365 software solutions.
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
Ability to deal with problems involving a few concrete variables in standardized situations.

Nice To Haves

5–8+ years of experience as a Business Analyst supporting CRM or enterprise applications
4+ years of hands-on Microsoft Dynamics 365 Customer Engagement (CRM) experience
Exposure to AI-driven automation or advanced CRM capabilities
Proven experience leading cross-functional projects and business transformation initiatives
Knowledge of Microsoft Field Services systems is helpful.
Experience with Power BI, AI, and Predictive Analytics a plus.

Responsibilities

Partner with business leaders across Sales, Customer Service, and Field Operations to gather, document, and prioritize requirements
Lead discovery sessions, process mapping, and gap analysis to identify optimization opportunities
Translate business requirements into functional specifications and system design
Serve as a trusted advisor to stakeholders on CRM capabilities and best practices
Design and configure solutions across Sales (Lead-to-Opportunity, pipeline management), Customer Service (cases, SLAs, knowledge management), and Field Service (work orders, scheduling, asset management a Plus)
Define end-to-end workflows leveraging D365 CE and Power Platform (Power Automate, Power Apps)
Establish scalable data models, integrations, and automation strategies
Ensure solutions align with enterprise architecture and roadmap
Identify opportunities to streamline customer-facing and service operations
Lead automation of business processes using D365 workflows and Power Platform
Drive standardization and scalability across business units
Promote data-driven decision-making through improved CRM usage and insights
Lead functional workstreams across CRM projects (implementations, enhancements, integrations)
Coordinate with developers, architects, and external partners
Manage scope, priorities, timelines, and risks for assigned initiatives
Define and maintain CRM security roles, data governance, and access controls
Ensure compliance with internal policies and audit requirements
Establish standards for data quality, ownership, and lifecycle management
Develop end-user training materials and documentation
Lead workshops and enablement sessions to drive adoption
Provide Level 2 and 3 functional support and troubleshoot complex issues
Identify adoption gaps and implement improvement strategies
Champion change management efforts to ensure successful adoption of new processes, systems, and automation capabilities