Application Support Specialist / Business Analyst

• Role Overview
• We are looking for an Application Support Specialist / Technology Business Analyst with experience in Microsoft Dynamics 365 CRM and Financial Services. The role will provide production support, business analysis, data troubleshooting, user enablement, and process improvement across business applications.

• Key Responsibilities
• Provide production support for Microsoft Dynamics 365 Sales/CRM and related applications.
• Troubleshoot application and data issues, perform root-cause analysis, reconciliation, and data validation.
• Gather business requirements and create user stories, acceptance criteria, workflows, and test cases.
• Work with developers, testers, vendors, and business stakeholders to deliver fixes and enhancements.
• Support Dynamics 365 Sales, Dataverse, entities, forms, views, dashboards, security roles, and user access.
• Promote adoption of Microsoft Copilot / Dynamics 365 Sales Copilot and identify AI/automation opportunities.
• Create user guides, training materials, and conduct demos/training sessions.
• Identify opportunities for process improvement, automation, and operational efficiency.

Required Qualifications

• 5+ years of Business/System Analyst experience.
• 3+ years of Financial Services experience.
• Hands-on experience with Application/Production Support.
• Strong experience with Microsoft Dynamics 365 CRM/Sales.
• Experience with data troubleshooting, reconciliation, and root-cause analysis.
• Strong requirements gathering and documentation skills.
• Excellent communication and stakeholder management skills.
• Experience with Microsoft 365 and CRM concepts such as Dataverse, entities, forms, views, and reporting.