D365 Customer Engagement Business Analyst || Work From Home

OutForce is a people-first outsourcing company focused on building high-performing teams and long-term careers.

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Unlike traditional outsourcing models, our people are fully embedded into their client’s business, creating meaningful work, stronger collaboration, and long-term career opportunities.

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Join OutForce and build your future with one of Asia’s best workplaces.

About the Team You’ll Join

A multidisciplinary firm with over 100 years of experience, delivering design, engineering, geospatial, planning, and consulting solutions across both public and private sectors. Established in 1911, it has grown from a local engineering and surveying firm into a global organization with more than 3,000 professionals across 75+ locations. The company fosters a culture of innovation, collaboration, and professional growth, providing a dynamic environment where employees can make meaningful contributions and work on impactful projects around the world.

Job Overview:

Employment type: Full-time

Shift: UK working hours

Work setup: WORK FROM HOME

What we offer:

· Competitive compensation package aligned with your skills and experience

· Night differentials pay to help maximize your earnings

· Comprehensive HMO coverage, including a free dependent on Day 1

· Employee referral program with rewarding incentives

· 20 days of annual leave, giving you flexibility to manage your time

· Engaging team activities and events to keep work enjoyable

· Build strong, high-impact connections with key stakeholders across the business

· Take part in client engagement initiatives to elevate your professional experience.

Role Overview:

The D365 Customer Engagement (CE) Business Analyst (Techno-Functional) serves as a key liaison between business stakeholders and technical teams, responsible for analyzing business requirements, designing scalable solutions, configuring Microsoft Dynamics 365 Customer Engagement, and supporting end-to-end implementation and optimization initiatives.

This role combines strong business analysis capabilities with deep working knowledge of the Microsoft Power Platform and D365 CE ecosystem. The successful candidate will partner with Sales, Marketing, Customer Service, Project Management, Operations, Finance, and IT teams to identify opportunities for process improvement, define solution requirements, configure system functionality, and support integrations with enterprise platforms such as D365 Finance & Operations (F&O), ERP systems, HRIS applications, and third-party solutions.

The ideal candidate is a highly skilled techno-functional professional with deep expertise in the Microsoft Dynamics 365 Customer Engagement ecosystem and Power Platform. This individual must be comfortable operating at the intersection of business analysis, solution architecture, system administration, advanced configuration, and technical delivery. While this is not a full software development role, the successful candidate will possess a strong technical foundation and be capable of independently configuring solutions, designing complex workflows, troubleshooting issues, supporting integrations, performing data analysis and migrations, and collaborating closely with developers, architects, integration specialists, and platform administrators.

The candidate should be equally comfortable leading business discussions with executive stakeholders and working through technical requirements, data models, security designs, workflow logic, integration specifications, and solution deployment considerations with technical teams.

What We’re Looking For:

The ideal candidate is not a pure Business Analyst and not a dedicated software developer. Rather, they are a highly technical techno-functional professional who thrives in the space between business and technology. They possess the analytical and stakeholder management skills of a senior Business Analyst, combined with the hands-on system expertise needed to configure, troubleshoot, automate, integrate, administer, and optimize the D365 CE platform with minimal oversight.

We're looking for an experienced Microsoft Dynamics 365 Customer Engagement (D365 CE) Business Analyst to support, optimize, and enhance enterprise CRM solutions. You'll work closely with business stakeholders and technical teams to gather requirements, configure D365 CE and Power Platform solutions, support integrations, data migrations, reporting, and troubleshoot complex system issues. This role requires a strong blend of business analysis, functional consulting, and technical configuration experience.

Key Requirements

· Bachelor's degree in Business, IT, Computer Science, Finance, Marketing, or a related field.

· 5+ years of Business Analyst or techno-functional consulting experience.

· 3+ years of hands-on Microsoft Dynamics 365 CE experience.

· Strong knowledge of D365 CE modules (Sales, Customer Service, Marketing, Project Operations) and Power Platform (Power Apps, Power Automate, Dataverse, Power BI).

· Experience with CRM implementations, integrations, data migration, system configuration, and production support.

· Ability to translate business requirements into scalable system solutions and work across business and technical teams.

· Experience with Agile delivery methodologies and enterprise applications.

Nice to Have

· Microsoft Dynamics 365 or Power Platform certifications.

· Experience integrating D365 CE with Finance & Operations, ERP, HRIS, or third-party applications.

· Exposure to global or multi-entity environments and post-go-live support.

What You’ll Be Working On:

Business Analysis & Requirements Management

• Facilitate

discovery sessions, workshops, and stakeholder interviews to gather business requirements.

• Analyze

current-state processes and recommend future-state solutions leveraging D365 CE and Power Platform capabilities.

• Translate

business requirements into functional specifications, process maps, user stories, acceptance criteria, configuration designs, and technical requirement summaries.

• Identify

opportunities to improve efficiency, automation, data quality, user adoption, reporting accuracy, and platform scalability.

• Support

roadmap development and prioritization of enhancement requests.

D365 CE Functional Solution Design

• Design

and configure solutions across Sales, Customer Service, Marketing, Field Service, Project Operations, and custom model-driven applications.

• Configure

tables/entities, forms, views, dashboards, business rules, security roles, teams, business units, business process flows, queues, workflows, and solutions components.

• Provide

recommendations based on Microsoft best practices, platform capabilities, governance standards, and long-term supportability.

• Ensure

solutions align with organizational standards, data governance expectations, security requirements, and enterprise architecture direction.

• Perform

configuration analysis to determine whether requirements can be met through native D365 CE, Power Platform, low-code configuration, integration, or custom development.

Techno-Functional Support

• Act as

the bridge between business stakeholders, developers, architects, platform administrators, integration specialists, and support teams.

• Administer

and configure D365 CE environments, including security roles, business units, teams, forms, views, dashboards, business process flows, workflows, queues, and solution components.

• Serve as

a primary technical point of contact for complex system issues that require configuration, platform, data, workflow, security, or integration analysis, but do not necessarily require custom code development.

• Analyze

and troubleshoot platform, integration, security, workflow, automation, reporting, and data-related issues.

• Support

release management, solution deployments, environment migrations, configuration promotion activities, and post-deployment validation.

• Review

plug-in, API, integration, and customization requirements with development teams and provide functional and technical oversight.

• Create

technical specifications, configuration documentation, integration mappings, data mapping artifacts, troubleshooting notes, and solution design documentation.

• Partner

with developers to validate technical solutions and ensure they align with business requirements, user experience needs, and platform governance standards.

Power Platform & Automation

• Design

and support Power Platform solutions, including Power Automate, Power Apps, Dataverse, Power BI, and model-driven applications.

• Design,

build, and troubleshoot Power Automate cloud flows, business process automations, approval workflows, notifications, and data-driven automation solutions.

• Configure

and support model-driven apps and Dataverse solutions, including tables, relationships, business rules, forms, views, security, and application navigation.

• Troubleshoot

flow failures, integration issues, data movement problems, trigger conditions, connector issues, and platform performance concerns.

• Design

data models, relationships, and governance standards within Dataverse.

• Identify

automation opportunities and develop low-code or no-code solutions where appropriate.

• Support

citizen developer initiatives while maintaining governance, security, and supportability standards.

• Support

Application Lifecycle Management (ALM) activities across D365 CE and Power Platform environments.

• Collaborate

with technical teams on environment strategy, security modeling, governance, managed solutions, unmanaged solutions, and deployment best practices.

Integration & Data Management

• Support

integration initiatives involving D365 Finance & Operations, ERP systems, HRIS systems, marketing platforms, customer portals, third-party applications, middleware tools, APIs, and Dataverse.

• Document

integration requirements, data mappings, process flows, field-level transformations, validation rules, error handling expectations, and reconciliation strategies.

• Participate

in API, middleware, integration, data conversion, and end-to-end testing activities.

• Partner

with technical teams to troubleshoot integration failures, identify root cause, validate fixes, and support production issue resolution.

• Monitor

data quality and support data governance initiatives.

• Assist

with data migration planning, cleansing, validation, reconciliation, mock conversions, cutover preparation, and post-migration support.

• Analyze

source and target data structures to ensure data integrity, accurate transformation logic, and successful migration execution.

Testing & Deployment

• Develop

test scripts, business scenarios, configuration test cases, integration test cases, and data validation scenarios.

• Coordinate

unit testing, system integration testing (SIT), user acceptance testing (UAT), regression testing, release validation, and post-deployment testing.

• Validate

functionality, automation, security, workflows, integrations, reporting, and migrated data against business and technical requirements.

• Support

production deployments, release readiness, cutover planning, hypercare, stabilization, and post-go-live issue resolution.

Reporting & Analytics

• Develop

and maintain dashboards, KPIs, operational reports, executive reporting, D365 CE views, charts, and Power BI reporting requirements.

• Analyze

business metrics, data quality trends, process bottlenecks, and operational performance indicators.

• Support

Power BI reporting initiatives and data visualization requirements.

• Validate

reporting logic, source data, filters, security visibility, and reconciliation between CE and integrated systems.

Training & User Adoption

• Develop

training materials, process documentation, configuration guides, support documentation, troubleshooting guides, and user guides.

• Conduct

end-user training sessions, workshops, and demonstrations.

• Support

change management and adoption initiatives.

• Serve as

a trusted advisor to business stakeholders and technical teams.

Ready to take your career to the next level? Join us and be part of a team that values your growth, celebrates your achievements, and empowers you to make a real impact.

Apply today and start shaping your future with a company that invests in your success every step of the way!