Lead Business Analyst (Customer Engagement)
$140–$130,000 year
HybridNewport Beach, California, United States
Job Summary
Partner with business leaders across Sales, Customer Service, and Field Operations to gather requirements, lead discovery sessions, and translate strategic objectives into scalable Microsoft Dynamics 365 Customer Engagement solutions. Design end-to-end workflows using Power Platform, define data models, and automate processes to streamline operations and drive adoption. Lead functional workstreams for implementations and enhancements, coordinate with developers and external partners, and manage scope, timelines, and risks. Establish security roles, data governance standards, and user training materials while providing Level 2 and 3 functional support. Report to the Business Applications Manager with no supervisory responsibilities.
Required Qualifications
- Bachelor's degree in Information Systems, Business Administration, Computer Science, or related field
- Experience leading technology projects and coordinating cross-functional teams
- Strong communication, planning, and organizational skills
- Experience working with technology vendors and consultants
- 5–8+ years of experience as a Business Analyst supporting CRM or enterprise applications
- 4+ years of hands-on Microsoft Dynamics 365 Customer Engagement (CRM) experience
- Deep functional knowledge of D365 Sales, Customer Service (Field Service a plus)
- Strong experience with Power Platform (Power Apps, Power Automate)
- Experience integrating CRM with ERP, Azure or third-party systems
- Strong analytical, documentation, and stakeholder communication skills
- Strategic thinking and business process transformation
- Problem-solving and decision-making in complex environments
- Effective communication with both technical and non-technical audiences
- Advanced skills in Microsoft Office applications, specifically Word, Excel and Outlook
- Experience with Microsoft D365 software solutions
- Knowledge of Microsoft Field Services systems
- Experience with Power BI, AI, and Predictive Analytics
- Possess excellent communications and customer service skills
- Ability to read and comprehend simple instructions, short correspondence, and memos
- Ability to write simple correspondence
- Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
- Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
- Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions
- Ability to deal with problems involving a few concrete variables in standardized situations
- Must occasionally lift and/or move up to 25 pounds
- Close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus
Desired Qualifications
- Exposure to AI-driven automation or advanced CRM capabilities
- Proven experience leading cross-functional projects and business transformation initiatives
- Experience with Microsoft Field Services systems is helpful
- Experience with Power BI, AI, and Predictive Analytics a plus
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