Hi,
Xebia is hiring for Business Analyst- CRM Role
Exp- 5+ years
We are seeking an experienced Senior Business Analyst-CRM with strong expertise in Dynamics 365 Customer Service and hands-on experience with Microsoft Copilot capabilities. The ideal candidate will play a key role in designing, implementing, and enhancing solutions while collaborating closely with the Product Owner to deliver high-value features aligned with product vision and roadmap.
Key Responsibilities
- Lead the design, configuration, and implementation of Dynamics 365 Customer
Service solutions
- Collaborate closelywith the ProductOwner to understand productbacklog, priorities, and user stories
- Translate product requirements into scalable and efficient Dynamics365 solutions
- Implement and optimize Copilot(AI-powered features) with in Dynamics 365 to enhance productivity and customer experience
- Customize and configure entities, workflows, business rules, and integrations
- Work within Agile teams, contributing to sprint planning,backlog refinement, and
reviews
- Provide expertise across Power Platform (Power Apps, Power Automate)
- Ensure seamless integrations with external systems (APIs, Azure services, third-party tools)
- Conduct testing, documentation, and user enablement activities
- Provide ongoingsupport and continuous improvement aligned with product roadmap
- Mentor junior team members and contribute to best practices
Required Ǫualifications
- Bachelor's degreein Computer Science,IT, or related field
- Microsoft Certified: Dynamics 365 Customer Service Functional Consultant
Associate (mandatory)
- 5+ years of experience in Dynamics 365 CustomerService / CE
- Proven experience with Dynamics365 Copilot / AI features
- Strong knowledge of case management, SLAs, queues, and knowledge base
- Experience with Power Platform
- Solid understanding of Dataverseand security models
- Experience integrating with Azure servicesand APIs
Preferred Skills
- Experience with Omnichannel for Customer Service
- Familiarity with Azure OpenAI / AI services
- Experience workingin Agile productteams
- Strong communication and collaboration skills
Key Competencies
- Product-Oriented Thinking
- Solution Design C Architecture
- AI-Driven Innovation (Copilot)
- Collaboration with Product Owner
- Continuous Delivery C Improvement
Nice to Have
- Additional Microsoft certifications (Power Platform, Azure)
- Experience in large-scale enterprise environments
- Domain experience (aviation, etc.)
