Senior Analyst (Dynamics 365)

PulteGroup•Tempe, AZ

About The Position

The Senior Analyst analyzes highly complex applications, websites, databases, and systems; provides third-level technical support; and conducts testing and defect management. The role leads team initiatives and contributes to multiple IT projects with limited oversight. It serves as a subject matter expert for Dynamics 365 Customer Engagement, Power Platform tools, related technologies and integrations, and business processes, applying a strong understanding of both IT and the business. The position analyzes business and system processes, data, integrations, and reporting; researches, defines, tests, documents, and manages requirements; and provides expertise in complex system design and integration issues. It configures Dynamics 365 to meet business requirements, supports and troubleshoots production systems, and develops and maintains detailed system artifacts. The role also leads process improvements, promotes best practices, evaluates analysis tools and solutions, and shares knowledge across the team. Escalated tier-three support includes on-call coverage after hours, on weekends, and on holidays for priority issues. Travel may be required.

Requirements

Minimum 4 years of hands-on experience configuring, administering, enhancing, and supporting Dynamics 365 Sales, Service, and/or Customer Insights (Marketing) modules.
Minimum 4 years of experience with Power Platform tools, including Power BI and Power Automate.
Minimum 4–6 years of experience in a Business/Systems Analyst role.
Experience writing SQL queries.
Minimum high school diploma or equivalent (GED); typically requires a university degree or equivalent experience.
Strong understanding of the software development lifecycle and Agile/Scrum methodology.
Customer-focused approach, urgency in solving problems, and ability to enable solutions through Dynamics 365.
Self-motivation and commitment to teamwork and collaboration.
Strong attention to detail, organizational skills, and written and verbal communication skills.

Nice To Haves

Dynamics 365 Customer Service Functional Consultant certification (Exam MB-230).
Dynamics 365 Customer Insights – Journeys certification (Exam MB-220).
Power Platform Functional Consultant certification (Exam PL-200).
Dynamics 365 Customer Experience Analyst Associate certification (Exam MB-280).

Responsibilities

Analyze business and system processes, system data, integrations, and reporting.
Conduct strategic research and define, test, document, and manage requirements according to approved standards and procedures.
Serve as the application and technical subject matter expert.
Manage defects in applications, systems, databases, and websites; anticipate potential problems, recommend solutions, and document them.
Provide expertise in resolving complex system design and integration problems.
Prepare, maintain, and archive detailed system artifacts according to approved standards and procedures.
Provide escalated tier-three support, including on-call coverage after hours, on weekends, and on holidays for priority issues.
Troubleshoot complex production issues and act as an escalation point; follow issues through to resolution.
Identify and lead process-improvement efforts within teams; champion best practices, methods, standards, and processes.
Lead analysis to evaluate and select new analysis solutions and tools.
Lead knowledge sharing and understanding among team members.
Configure Dynamics 365 to meet business requirements.
Consult with other teams on technology solutions for business needs and problem resolution.
Review Microsoft documentation and upcoming features, and assess potential uses for new functionality.
Perform other duties as assigned.