Technical Business Analyst – Microsoft Dynamics 365 CRM

We are seeking an experienced Technical Business Analyst to support a large-scale commercial CRM transformation within a global enterprise environment. This role will serve as a key liaison between business stakeholders and technology teams, supporting the transition to Microsoft Dynamics 365 and helping translate business processes and requirements into scalable technology solutions.

Location:  LATAM 100% Remote. Working hours are based on the US Central Time Zone. Minimum 6-hour overlap

About the Company:

Abstra is a fast-growing, Nearshore Tech Talent services company, providing top Latin American tech talent to U.S. companies and beyond. Founded by U.S.-bred engineers with over 15 years of experience, Abstra specializes in sourcing skilled professionals across a wide range of technologies to meet our clients’ needs, driving innovation and efficiency.

Key Responsibilities 

Business & Requirements Analysis

• Partner with business, technology, and functional stakeholders to understand processes, pain points, objectives, and technology needs.
• Lead requirements discovery through interviews, workshops, process reviews, and analysis of existing systems and documentation.
• Elicit, analyze, document, and validate business, functional, and non-functional requirements.
• Translate business needs into requirements, process flows, use cases, epics, user stories, and acceptance criteria.
• Identify and document business rules, exceptions, dependencies, assumptions, and gaps.
• Facilitate requirements walkthroughs, stakeholder alignment, and validation.
• Maintain requirements traceability throughout design, development, testing, and deployment.

Microsoft Dynamics 365 & Solution Analysis

• Support the design and implementation of business processes and capabilities within Microsoft Dynamics 365 CRM.
• Partner with functional consultants, architects, developers, and integration teams to translate business requirements into solution designs.
• Assess requirements against standard Dynamics 365 capabilities and identify needs for configuration, customization, integration, or process changes.
• Support CRM capabilities including case management, customer service workflows, queues and routing, activities, customer/account information, and agent workflows.
  

SDLC & Delivery Support

• Support functional analysis throughout the full SDLC, from discovery and design through development, testing, deployment, and stabilization.
• Partner with product owners and delivery teams to refine and prioritize the backlog and participate in Agile ceremonies.
  
• Clarify requirements during implementation and review delivered functionality against requirements and acceptance criteria.
  
• Support functional and integration testing, defect triage, UAT scenarios/test cases, and business acceptance.
  
• Support deployment readiness, release validation, cutover, and post-go-live stabilization.
  
• Assess impacts of new functionality, configuration changes, integrations, and system migrations.
  
  

Stakeholder & Cross-Functional Collaboration

• Serve as the bridge between business stakeholders and technical teams, translating business needs into actionable technical requirements.
  
• Facilitate workshops with stakeholders across functions, regions, and organizational levels.
  
• Identify and communicate gaps, risks, dependencies, and decisions requiring escalation.
  
• Coordinate across workstreams and technology teams to ensure end-to-end requirements and dependencies are understood.
  
• Navigate ambiguity and drive issues toward clear decisions and actionable next steps.
  
• Maintain project documentation such as requirements, process flows, business rules, data mappings, decision logs, and traceability artifacts.
  

Required Qualifications

• 5+ years of experience as a Business Analyst, Technical Business Analyst, Business Systems Analyst, or similar role supporting enterprise technology initiatives.
• Hands-on Microsoft Dynamics 365 CRM experience in business analysis, functional analysis, or implementation.
  
• Strong experience eliciting, analyzing, documenting, and validating business and functional requirements.
  
• Experience supporting the full SDLC, including design, development, testing, deployment, and stabilization.
  
• Ability to translate requirements into user stories, acceptance criteria, process flows, functional specifications, and related delivery artifacts.
  
• Ability to understand and document system integrations, data flows, mappings, dependencies, and business rules.
  
• Experience with CRM implementations, migrations, transformations, or major platform enhancements.
  
• Strong knowledge of Agile/Scrum practices and tools.
  
• Experience working in large, complex, matrixed organizations with globally distributed teams.
  
• Strong stakeholder management, workshop facilitation, analytical, and problem-solving skills.
  
• Excellent written and verbal English communication skills with technical and non-technical audiences.
  
  
  
  

• Experience with Microsoft Dynamics 365 Customer Service, particularly Case Management. 

• Understanding of customer service concepts such as cases, queues, routing, SLAs, activities, escalation workflows, knowledge management, and agent experiences. 

• Experience supporting a Salesforce-to-Microsoft Dynamics 365 migration or CRM platform transformation. 

• Experience analyzing integrations between CRM platforms and enterprise applications, data platforms, APIs, middleware, or master data solutions. 

• Experience with data migration, data mapping, and CRM data conversion activities. 

• Experience supporting customer service, contact center, commercial, or customer experience processes. 

• Experience working within a regulated, global enterprise environment. 

• Experience with tools such as Azure DevOps, JIRA, Confluence, Visio, Lucidchart, Miro, or similar requirements/process documentation platforms. 

What We Offer:

• Competitive compensation paid in USD.
• 20 days of paid time off (PTO) per year.
• Opportunities for professional growth and career development.
• Company-provided equipment.
• A collaborative, inclusive, and multicultural work environment.
• The opportunity to contribute to meaningful projects alongside a talented and supportive team.

Pre-Employment Verification
As part of our standard onboarding process, candidates who successfully complete the interview process and accept an employment offer will be required to complete an employment verification check, and background check. This process will confirm job titles and dates of employment with two previous employers and is a standard requirement for all new employees joining the company.