Customer Relationship Management Business Analyst

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.)