Business Systems Analyst – D365 CRM

Job Title: Business Systems Analyst – D365 CRM

Location: Toronto or London, ON (Hybrid)

Estimated Duration: 8 Months

Business Systems Analyst
Our client in the Healthcare Insurance space is seeking a Business Systems Analyst who will play a key role in supporting the client’s Enterprise Applications. They will gather user requirements, provide support, deliver training, perform tests, and work with vendors to deliver high-quality software solutions. The Business Systems Analyst has a strong understanding of enterprise software and is skilled at working in both new and legacy systems. They maintain broad and deep relationships with business stakeholders, enabling them to understand and anticipate the needs of the client’s staff and subscribers and support the end-to-end applications lifecycle to ensure those needs are consistently met or exceeded.
 
KEY RESPONSIBILITIES: 

• Collaborate with project sponsors and stakeholders to determine project scope, objectives and deliverables and timelines.
• Gather, document, prioritize and iterate user requirements via workshops, questionnaires, surveys, workflow storyboards, use cases, scenarios, and other methods.
• Facilitate business buy-in and adoption of proposed software solutions.
• Research, review, and analyze the effectiveness and efficiency of existing requirements gathering processes and develop strategies for enhancing or further leveraging these processes.
• Translate and elicit conceptual user requirements into functional requirements in a clear manner that is comprehensible to business and technical stakeholders.
• Analyze business processes and workflows, identifying opportunities for improvement using Dynamics 365 CRM.
• Develop and execute test cases to ensure that Dynamics 365 CRM implementation meets business requirements and functions correctly.
• Diagnose, troubleshoot, and resolve issues related to CRM functionality, performance, and integrations.
• Assist with user acceptance testing (UAT) and resolve any issues identified during testing.
• Log, track, and manage support tickets, ensuring timely resolution.
• Support basic CRM configurations (forms, views, fields, workflows, business rules, dashboards)
• Collaborate with technical teams for escalated issues requiring development or integrations.
• Other duties as assigned.

 
KNOWLEDGE, SKILLS & ABILITIES
 

• Strong computer, hardware, software, and analytical skills.
• Proven ability to assess business needs and translate them into relevant solutions.
• Strong understanding and knowledge of the principles and practices associated with maintenance and administration of Enterprise Applications, such as ERP and CRM systems.
• Experience with configuring, documenting, testing, training, and implementing new applications and systems.
• Ability to create and execute SQL scripts in support of application configuration and maintenance.

 
EDUCATION, TRAINING & EXPERIENCE:

• To be successful in this role, you will possess a university degree in the fields of Computer Science, Engineering, or a related Business Analysis discipline.
• Strong understanding of Dynamics 365 CRM entities, forms, workflows, security roles, and business processes. 
• CBAP (Certified Business Analysis Professional) Certification will be an asset.
• Dynamics 365 Fundamentals (CRM) or other related certifications will be an asset
• Most importantly, you are an enthusiastic and creative thinker, who is constantly driving performance improvement and are passionate about creating the safest health care system possible for Canadians.