Technical Business Analyst – Microsoft Dynamics 365 CRM

About this role

We are seeking an experienced Technical Business Analyst to support a large-scale commercial CRM transformation within a global enterprise environment. This role will serve as a key liaison between business stakeholders and technology teams, supporting the transition to Microsoft Dynamics 365 and helping translate business processes and requirements into scalable technology solutions.
Location:LATAM 100% Remote. Working hours are based on the US Central Time Zone. Minimum 6-hour overlap
About the Company:
Abstra is a fast-growing, Nearshore Tech Talent services company, providing top Latin American tech talent to U.S. companies and beyond. Founded by U.S.-bred engineers with over 15 years of experience, Abstra specializes in sourcing skilled professionals across a wide range of technologies to meet our clients’ needs, driving innovation and efficiency.
Key Responsibilities
Business & Requirements Analysis

• Partner with business, technology, and functional stakeholders to understand processes, pain points, objectives, and technology needs.

• Lead requirements discovery through interviews, workshops, process reviews, and analysis of existing systems and documentation.

• Elicit, analyze, document, and validate business, functional, and non-functional requirements.

• Translate business needs into requirements, process flows, use cases, epics, user stories, and acceptance criteria.

• Identify and document business rules, exceptions, dependencies, assumptions, and gaps.

• Facilitate requirements walkthroughs, stakeholder alignment, and validation.

• Maintain requirements traceability throughout design, development, testing, and deployment.

Microsoft Dynamics 365 & Solution Analysis

• Support the design and implementation of business processes and capabilities within Microsoft Dynamics 365 CRM.

• Partner with functional consultants, architects, developers, and integration teams to translate business requirements into solution designs.

• Assess requirements against standard Dynamics 365 capabilities and identify needs for configuration, customization, integration, or process changes.

• Support CRM capabilities including case management, customer service workflows, queues and routing, activities, customer/account information, and agent workflows.

SDLC & Delivery Support

• Support functional analysis throughout the full SDLC, from discovery and design through development, testing, deployment, and stabilization.

• Partner with product owners and delivery teams to refine and prioritize the backlog and participate in Agile ceremonies.

• Clarify requirements during implementation and review delivered functionality against requirements and acceptance criteria.

• Support functional and integration testing, defect triage, UAT scenarios/test cases, and business acceptance.

• Support deployment readiness, release validation, cutover, and post-go-live stabilization.

• Assess impacts of new functionality, configuration changes, integrations, and system migrations.

Stakeholder & Cross-Functional Collaboration

• Serve as the bridge between business stakeholders and technical teams, translating business needs into actionable technical requirements.

• Facilitate workshops with stakeholders across functions, regions, and organizational levels.

• Identify and communicate gaps, risks, dependencies, and decisions requiring escalation.

• Coordinate across workstreams and technology teams to ensure end-to-end requirements and dependencies are understood.

• Navigate ambiguity and drive issues toward clear decisions and actionable next steps.

• Maintain project documentation such as requirements, process flows, business rules, data mappings, decision logs, and traceability artifacts.

Required Qualifications

• 5+ years of experience as a Business Analyst, Technical Business Analyst, Business Systems Analyst, or similar role supporting enterprise technology initiatives.

• Hands-on Microsoft Dynamics 365 CRM experience in business analysis, functional analysis, or implementation.

• Strong experience eliciting, analyzing, documenting, and validating business and functional requirements.

• Experience supporting the full SDLC, including design, development, testing, deployment, and stabilization.

• Ability to translate requirements into user stories, acceptance criteria, process flows, functional specifications, and related delivery artifacts.

• Ability to understand and document system integrations, data flows, mappings, dependencies, and business rules.

• Experience with CRM implementations, migrations, transformations, or major platform enhancements.

• Strong knowledge of Agile/Scrum practices and tools.

• Experience working in large, complex, matrixed organizations with globally distributed teams.

• Strong stakeholder management, workshop facilitation, analytical, and problem-solving skills.

• Excellent written and verbal English communication skills with technical and non-technical audiences.

• Experience with Microsoft Dynamics 365 Customer Service, particularly Case Management.

• Understanding of customer service concepts such as cases, queues, routing, SLAs, activities, escalation workflows, knowledge management, and agent experiences.

• Experience supporting a Salesforce-to-Microsoft Dynamics 365 migration or CRM platform transformation.

• Experience analyzing integrations between CRM platforms and enterprise applications, data platforms, APIs, middleware, or master data solutions.

• Experience with data migration, data mapping, and CRM data conversion activities.

• Experience supporting customer service, contact center, commercial, or customer experience processes.

• Experience working within a regulated, global enterprise environment.

• Experience with tools such as Azure DevOps, JIRA, Confluence, Visio, Lucidchart, Miro, or similar requirements/process documentation platforms.
What We Offer:

• Competitive compensation paid in USD.

• 20 days of paid time off (PTO)…