CRM Functional Analyst — Microsoft Dynamics (Sales, Marketing & Case Management)

Company:

Description:

About the role We’re seeking a hands-on CRM Functional Analyst to support a high‑velocity, global program implementing and enhancing Microsoft Dynamics 365. You’ll partner with business stakeholders and internal technology teams to translate business needs into clear, testable requirements, help prioritize and groom backlog items, validate deliveries through testing, and enable users through training and documentation. The ideal candidate has practical CRM experience across Sales, Marketing and Case/Service modules, strong communication skills, and the ability to manage multiple priorities across time zones.

Key responsibilities

• Partner with business stakeholders (Sales, Marketing) to elicit, document, and validate business requirements, user stories, and acceptance criteria.
• Translate business needs into functional designs and process flows for Dynamics 365 (Sales, Marketing, Customer Service/Case Management) and related integrations.
• Facilitate grooming and prioritization sessions with Product Owners, Business SMEs, and Development/Integration teams.
• Create and maintain functional specifications, process maps, screen mockups, and configuration guides.
• Support configuration and low-code customization (forms, views, business rules, workflows, Power Automate flows, security roles) with Development and Admin teams; validate that configuration meets requirements.
• Define, and execute test plans, test cases, and user acceptance testing (UAT); log and track defects and retests.
• Assist with deployment activities and release validation across environments (Dev, Test, UAT, Prod).
• Develop user training materials, quick reference guides, and run training sessions or demos for end users and administrators in collaboration with business and change partners.
• Act as the liaison between business stakeholders and cross-functional technology teams to ensure timely delivery and issue resolution.
• Monitor and track requirements, change requests, and program status; communicate progress and risks to stakeholders.
• Participate in data migration, data quality validation, and deduplication efforts as needed.
• Work effectively across distributed teams and time zones; be flexible with meeting times to accommodate stakeholders.

Required qualifications

• 3–5 years of experience working in CRM functional or business analyst roles (preferred experience with Microsoft Dynamics 365 / Power Platform).
• Practical experience across Sales, Marketing, and Case/Service (Customer Service) processes and how they map into CRM systems.
• Proven ability to elicit, document, and manage business requirements, user stories, and acceptance criteria.
• Experience creating process flows, functional specifications, test plans/cases, and user documentation.
• Hands-on familiarity with Dynamics 365: forms, views, business rules, security roles, solution management, and common Power Platform components (Power Automate, Power Apps, CDS/Dataverse).
• Strong collaboration skills; comfortable coordinating with developers, architects, data teams, QA, and business SMEs.
• Excellent written and verbal communication skills; able to present complex topics to both technical and non-technical audiences.
• Able to work in a fast-paced program, manage multiple priorities, and work across time zones (some flexibility in hours).
• Strong attention to detail and a practical, delivery-focused mindset.

Preferred / nice-to-have

• Experience with professional services firms in the insurance / consulting industry a plus
• Experience integrating Dynamics with marketing automation and digital web platforms.
• Familiarity with Agile delivery practices (Scrum, Kanban), backlog grooming, and Azure DevOps.
• Experience with AI tooling and methodologies (generative AI, predictive analytics, conversational AI) applied to sales and marketing problems — ideally including prototyping, pilot execution, or translating AI outputs into CRM workflows and user experiences.
• Experience with data migration tools (Scribe, KingswaySoft, SSIS) and data quality techniques.
• Certification: Microsoft Certified: Dynamics 365 Fundamentals or related functional certifications.

Behavioral competencies

• Collaborative and service-oriented: builds strong relationships with stakeholders and supports adoption.
• Pragmatic problem-solver: focuses on practical solutions that deliver business value.
• Adaptable and resilient: thrives in change and ambiguity typical of high-velocity programs.
• Customer-focused: keeps end-user experience and adoption front and center.

What we offer

• Opportunity to work on a high-impact, global CRM program with cross-functional exposure.
• Collaborative, fast-paced environment with opportunities for professional growth.

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow us on LinkedIn and X.

Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, veteran status (including protected veterans), or any other characteristic protected by applicable law. If you have a need that requires accommodation, please let us know by contacting [email protected].

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.