Senior Business Analyst (CRM)

Responsibilities Act as the application Business Analyst for Microsoft Dynamics 365 CRM, responsible for platform maintenance, user support, system stability, and continuous improvement. Gather, analyze, and document business requirements from global and regional stakeholders, and translate business needs into functional and technical specifications. Configure and support D365 CRM modules, including customer account management, sales activities, service processes, workflows, business rules, forms, views, dashboards, and security roles. Maintain and enhance CRM automations using Microsoft Power Automate, Power Apps, Dataverse, and related Power Platform components. Perform CRM customization and development using C#, JavaScript, plugins, custom workflows, web resources, custom APIs, and REST/API integration where required. Support integration between D365 CRM and enterprise systems such as ERP, customer portals, data platforms, EDI solutions, middleware, and third-party applications. Troubleshoot application issues, perform root cause analysis, coordinate fixes with internal technical teams or vendors, and ensure timely resolution of incidents and service requests. Conduct system testing, UAT support, regression testing, release validation, production deployment support, and post-go-live stabilization activities. Prepare and maintain functional specifications, technical notes, system configuration documents, support procedures, user guides, and training materials. Provide day-to-day CRM application support, user training, data quality monitoring, and guidance to regional super users and business users. Identify opportunities to improve CRM usability, automation, reporting, data governance, and business process efficiency through Microsoft technologies and AI-enabled tools. Stay updated with Microsoft Dynamics 365 CRM, Power Platform, Copilot, and cloud application trends to recommend practical improvements for business operations. Requirements University graduate in Computer Science, Information Systems, Software Engineering, or a related discipline. Minimum 5 years of relevant experience in business analysis, CRM implementation, application development, or enterprise application support. Hands-on experience in Microsoft Dynamics 365 Sales configuration, customization, administration, and production support. Strong knowledge of Microsoft Power Platform, particularly Power Automate, Power Apps, Dataverse, and solution deployment concepts. Experience working in Agile or iterative delivery environments. Programming experience in C#, JavaScript, .NET, REST API integration, and SQL; experience with D365 plugins, custom workflows, and web resources is preferred. Experience in CRM integration, data migration, API-based application connectivity, and troubleshooting of data or interface issues. Microsoft Dynamics 365, Power Platform, Azure, or project management certification would be an advantage. Understanding of customer management, sales, service, account hierarchy, workflow automation, and CRM data governance processes. Strong analytical mindset with good troubleshooting, documentation, and problem-solving skills. Excellent communication skills with the ability to explain technical concepts to non-technical users and collaborate with global stakeholders. Experience working with vendors, developers, regional super users, and business teams in a support and project delivery environment. Ability to leverage AI tools and Microsoft Copilot technologies to boost productivity and improve solution quality Ambitious, self-motivated, customer-oriented, and able to handle multiple priorities in a fast-paced workplace. Good command of written and spoken English, Cantonese and Mandarin. Less experienced candidates will be considered for the Business Analyst position. If you have the energy and qualifications to add to our velocity, Please visit Kerry Logistics Network Company Webpage to apply or send your CV with your present and expected salary to Human Resources & Administration Department by clicking APPLY NOW. (We are an equal opportunity employer and welcomes applications from all qualified candidates. All personal data will be kept in the strictest confidence and will be used for recruitment purpose only. All applicants maybe considered for other suitable positions in the Kerry Group and its members. All personal data of unsuccessful candidates will be destroyed.)