Schreder

Job Description

To pursue our growing and reinforce the IT team, we are currently looking for a D365 CRM & Sales Business Analyst.

As D365 CRM & Sales Business Analyst, you will ensure the stability, evolution, configuration, support and governance of Schréder's Dynamics 365 ecosystem by acting as the primary functional IT contact between Domain Leads, Business Process Owners (BPOs), Global Application Board (GAB), support teams, developers and implementation partners.

The role focuses on application lifecycle management, issue resolution, change request analysis, rollout activities, system governance and maintenance of business processes across the global Dynamics platform.

What you will do :

Application Management

• Own daily management of Dynamics 365 applications: Sales, Customer Service, Customer Insights / Marketing, Project Operations and Finance & Operations.
• Ensure application availability, consistency and quality.
• Coordinate and validate application changes across environments.
• Monitor impacts of releases, updates and platform changes.

 Functional Analysis & Change Requests

• Analyze business requirements provided by Domain Leads and BPOs.
• Assess feasibility using standard Microsoft capabilities.
• Challenge unnecessary customization.
• Translate requirements into clear functional specifications.
• Review functional and technical documentation produced by partners, including Functional Gap Design documents.
• Coordinate testing activities before deployment.
• Monitor post-release behaviour.
• This area represents a significant portion of the operational activity of the role.

Incident & Bug Management

•  Analyze production issues and support tickets.
• Investigate root causes together with business users, support teams and developers.
• Validate proposed fixes.
• Escalate critical issues when required.

Rollout & Configuration Management

• Configure and maintain application settings during rollouts.
• Support deployment of new legal entities, business units and countries.
• Ensure configuration consistency across regions.
• Coordinate rollout readiness with business stakeholders and implementation partners.

Testing

• Define and execute test scenarios.
• Validate bug fixes.
• Review test evidence and documentation.
• Ensure regression risks are properly covered.
• Approve releases from a functional perspective.

Governance & Security

• Maintain application governance principles.
• Validate security role concepts.
• Review access models.
• Ensure consistency of business processes across regions.
• Promote standard Microsoft functionality whenever possible.

Vendor & Partner Coordination

• Work closely with implementation partners.
• Challenge estimates when required.
• Review deliverables.
• Ensure expected quality of developments and configurations.

AI & Innovation

• Promote efficient use of Microsoft Copilot capabilities.
• Assess opportunities to improve productivity through AI features.
• Support adoption of new Microsoft technologies when relevant.

Qualifications

At Schréder, entrepreneurship and a growth mindset are essential. It's not just about who you are but who you want to become with us. 

Skills Requested

• Business Processes in Industrial environment (> 8 years of experience)
• Certifications or training related to Microsoft Dynamics 365, Power Platform, project delivery, business process management, Lean / Six Sigma, ITIL or similar frameworks are considered an asset.
• Dynamics 365 Sales / Customer Service / Customer Insights - Marketing / Project Operations
• The role requires the ability to discuss technical solutions with developers and architects.
• Strong analytical mindset
• Pragmatic problem solving
• Ability to understand complex business processes quickly
• Strong stakeholder management
• Ability to challenge proposals constructively
• Strong written communication skills
• Deep fluency in spoken and written English + ideally one other language (French, Spanish, Portuguese, Dutch or German)

Additional Information

At Schréder, every employee is valued for his or her skill set. We actively look for and choose employees based on their experience and the value they bring to the company

Job Description
 

• Overall responsibility to analyze and define the business processes, related operational procedures and working methods for the assigned domain
• Identify opportunities for system efficiency improvements and review them with the Business Process Owner (BPO) for approval.
• Challenge the local business requirements to accept the current D365 functionalities as standard with limited exceptions
• Gather business requirements, deliver the required acceptance criteria, and discuss these with the Group IT analysts where applicable to understand the impact on the system set-up
• Test the provided development solutions (RFC’s), evaluate the functionality and fit to the    acceptance criteria together with the domain lead
• Assist in training of local key users on D365 specifically CRM
• Provide support to the data cleaning team (Ukraine)  (normally done before an entity goes live) and support processes to maintain data quality
• Work with the Ukraine team to provide Hypercare support after roll-outs
• Provide second line support after hypercare (i. e . review issues of go live countries, find solutions, analyse root cause) and provide support to the Ukraine team on CRM tickets raised.
• Support the key users in the definition and gathering of the user acceptance test scenarios 
• Provide key user Support during the User Acceptance Training 
• Update domain work instructions when applicable 
• Provide day to day operational support/guidance to the commercial entities where required
• Overall responsible for the yearly Customer Survey Project
• Access control - CRM roles
• Ad hoc projects as and when required

Required competencies:

In depth knowledge of the business processes -  CRM specifically and understanding the integration into F&O

Soft skills: 

Good Communication 

Critical thinking

Problem-solving

Negotiation skills

Team player skills