Job Summary

Job Description

We are seeking a Senior Business Analyst with expertise in implementing Microsoft Dynamics 365 Customer Service (D365 CS). The ideal candidate will play a pivotal role in gathering and analyzing business requirements, designing solutions, and driving the successful deployment of D365 CS. Analyze current Customer Service Helpdesk business processes and help innovate and improve with new processes, systems, workflows, or software enhancements. This role will collaborate closely with stakeholders across IT, business units, and external partners to ensure the solution meets organizational needs and delivers maximum value.

MAJOR RESPONSIBILITIES

Engage with business stakeholders to collect and document detailed functional and non-functional requirements for new Contact center applications (Dynamics CRM D365 CS, CCaaS etc.) with multiple business teams and stakeholders with minimal dependency. Organize and engage in effective meetings with the IT team and business SMEs.
Identify the inter-dependencies of complex business processes across organization and domains. Requires leading, communication, and collaboration with cross-functional teams including senior leaders and executives.
Translate business needs into well-defined user stories, workflows, and system requirements / technical specifications for Dynamics CRM CS solutions. Collaborate with technical teams to design and configure D365 CS solutions that align with business goals.
Perform implementation and configuration activities including prototyping, analysis, system configuration, operational implementation and process documentation.
Facilitate configure and customize Dynamics CRM CS platform to meet specific business needs.
Document business requirements from business SMEs to facilitate discussions and conduct workflow analyses. Construct workflow charts and diagrams, study system capabilities, and write specifications.
Act as a liaison and lead between the IT development group and business partners for the development and implementation of new systems and enhancement of existing systems.
Ensure solutions are tested/validated sufficiently before being implemented in production. Test planning and testing results with minimal level of input and review from management
Work with the business partners to ensure process and system changes are communicated clearly and that users are informed and/or trained sufficiently.
Assist in the development of training materials and conduct training sessions for end-users.
Recommend solutions or improvements to business processes which can be accomplished through new technology or alternative uses of existing technology.
Gather feedback for continuous improvement and future enhancements.

MINIMUM JOB REQUIREMENTS
Education: Bachelor's degree in business administration, operations management or computer sciences / IT related field.

Work Experience

5+ years of experience as a Business Analyst, with at least 3 years focused on D365 Customer Service or similar CRM platforms.
Experience in Customer Service and Contact Center related business system analysis and configuration.
Strong understanding of Microsoft Dynamics 365 Customer Service capabilities, including case management, knowledge base, and customer insights.
Familiarity with D365 customization, configuration, and integration with other systems.
Good understanding of contact center technologies and concepts such as E-mail Case Management, Telephony systems, IVR (Interactive Voice Response), ACD (Automatic Call Distribution), and agents queue management.
Utilizing SQL for data analysis and metrics reporting
Analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions
Experience in an agile/scrum environment

Knowledge / Skills / Abilities

Broad knowledge of Contact center operations and Customer Service applications, interfaces, and reporting tools.
Strong documentation, organizational, analytical, and critical thinking skills.
Experience documenting complex processes and generating supporting functional requirements and process flow diagrams.
Able to work independently and Collaborate with internal teams, business stakeholders, and external partners
Testing and Quality : Able to Identify and resolve any issues or bugs in the application.
Time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates.
Working with cross-functional teams to identify and implement solutions to complex problems. Ability to assess and initiate actions independently.
Strong interpersonal and relationship management skills.
Strong customer service skills.
Strong business analytical and problem-solving skills.

PREFERRED QUALIFICATIONS

Preferable: Candidates with experience with call center operations management systems.
Experience working with enterprise IT applications like CRM, SAP, Workday

Benefits - Medline is committed to offering competitive benefits and a variety of choices to best meet the needs of you and your family. For employees scheduled to work at least 30 hours per week, this includes health and well-being, financial fitness, career development, paid time off and more. Employees scheduled to work less than 30 hours per week can participate in the 401(k) plan, access the Employee Assistance Program (EAP), Employee Resource Groups (ERG) and Medline Service Corps. For a more comprehensive list of our benefits, please click here.

Every day, we're focused on building a more diverse and inclusive company, one that recognizes, values and respects the differences we all bring to the workplace. From doing what's right to delivering business results, together, we're better. Explore our Diversity, Equity and Inclusion page here.

Medline Industries, LP is an equal opportunity employer. Medline evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.