Customer Relationship Management BA

Other

-, Warszawa+4 Locations

Kevin Edward

Full-time

B2B

Senior

Remote

Tech stack

Microsoft Dynamics 365 Customer Service

advanced

VSTS

advanced

PowerApps

advanced

Microsoft ALM

advanced

Dynamics 365 CE

advanced

Job description

We are urgently looking for experienced Microsoft Dynamics 365 Consultants with a focus on the Customer Service module to join a high-impact project for one of our prestigious financial clients in Poland. This is a remote role requiring deep expertise in D365 Customer Service implementation, configuration, and solution delivery.

Key Responsibilities:

• Lead the end-to-end implementation of Microsoft Dynamics 365 Customer Service solutions.
• Analyse customer business needs, translate them into functional requirements, and configure the application accordingly.
• Collaborate with stakeholders to align Dynamics functionality with business goals.
• Customize the D365 application to support business needs and integrate best practices.
• Leverage Microsoft’s ALM tools including Azure DevOps (VSTS) and Power Platform components.
• Document detailed business requirements, configurations, and solution designs.
• Conduct system testing, facilitate user acceptance testing, and deliver end-user training.
• Provide post-implementation support and solution enhancements.

Required Skills & Experience:

• 8+ years of experience in Microsoft Dynamics 365 implementation with at least 3 full lifecycle Customer Service projects.
• Strong hands-on experience with:
• Case lifecycle management
• SLA management
• Security roles & configurations
• Unified routing (preferred)
• Solid knowledge of Microsoft ALM stack, including Azure DevOps (VSTS/TFS).
• Proven ability to analyse, model, and re-engineer business processes.
• Experience with requirements gathering, solution design, prototyping, and stakeholder workshops.
• Ability to plan and conduct acceptance testing and deliver user training.

Soft Skills:

• Strong communication, stakeholder management, and presentation skills.
• Self-motivated, with the ability to work independently and handle multiple priorities.
• High attention to detail, documentation, and delivery excellence.
• Strong team player, adaptable, and committed to continuous improvement.

Published: 09.08.2025

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