Position Type: Onsite | Hybrid

Work Location: Harrisburg Area, PA

Contract Length: 6+ months

The Senior Business Analyst / Project Manager will play a pivotal role in the end-to-end implementation of Microsoft Dynamics 365 CRM.

This position is responsible for eliciting, analyzing, documenting, and validating business and system requirements while also leading project delivery activities. The individual will manage stakeholder relationships, drive solution design, support testing efforts, and ensure that project goals and timelines are achieved.

The ideal candidate will bring expertise in CRM business processes, enterprise system implementations, and Agile project delivery.

• Bachelor’s Degree in Business, Information Systems, Computer Science, or related field, or equivalent IT experience.
• 6+ years of experience in business analysis and/or project management
• 3 years directly working with Microsoft Dynamics 365 CRM.
• Strong understanding of CRM business processes, including lead management, opportunity tracking, customer segmentation, and case management.
• Experience in Agile methodologies and working within DevOps (Azure DevOps preferred) or similar tools (e.g., JIRA).
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio), especially in process documentation and data analysis.
• Experience with data migration, integration, and user training within a CRM context is highly desirable.
• Exceptional communication, stakeholder management, and organizational skills.
• Microsoft Dynamics 365 certifications are a plus.

Core Responsibilities:

• Collaborate with stakeholders to define the CRM implementation strategy, ensuring alignment with business objectives and operational needs.
• Lead requirement gathering sessions to elicit business and technical needs, with a focus on Dynamics 365 CRM capabilities (Customer Insights, Sales, Field Services, and Customer Service).
• Translate business requirements into clear, concise user stories, use cases, and functional specifications.
• Drive end-to-end delivery of project tasks, managing timelines, resources, risks, and reporting to leadership.
• Serve as liaison between business users, technical teams, vendors, and Microsoft Dynamics consultants.
• Ensure all CRM-related system documentation, including business process flows, data models, and configuration details, are maintained and up to date.
• Assist in the configuration and customization of Microsoft Dynamics 365 CRM to meet business requirements.
• Manage changes to requirements and scope throughout the project lifecycle using structured change control processes.
• Oversee user acceptance testing (UAT), QA processes, and training to ensure CRM solutions meet business expectations.
• Facilitate sprint planning, reviews, and retrospectives for Agile teams.
• Track and report project status, risks, and issues to stakeholders and leadership.
• Ensure a successful handover to business operations and support teams post-implementation.