Job Description

Position: Senior Business Systems Analyst (BSA) – Microsoft Dynamics 365 CRM

Experience: 10+ Years

Industry Exposure: Insurance

Employment Type: Full-time

Work Model: Hybrid (2–3 days in office)

Location: Toronto, Canada

Job Summary

We are seeking a highly skilled Senior Business Systems Analyst (BSA) with extensive experience in Microsoft Dynamics 365 CRM. This individual will be a self-starter capable of independently driving requirements, contributing to solution design, supporting implementations, and troubleshooting production issues.

The role primarily focuses on CRM stabilization and support, including providing advisory guidance on best practices. Insurance domain experience is highly preferred, particularly in understanding business processes, as the BSA will work closely with stakeholders to ensure effective CRM solutions.

Key Responsibilities

Business Analysis & Stakeholder Engagement

• Collaborate with business stakeholders to gather, analyze, and document business requirements.
• Facilitate workshops, interviews, and working sessions to ensure alignment on business needs.
• Perform gap analysis and recommend process improvements where applicable.

Microsoft Dynamics 365 CRM Solution Delivery

• Act as lead BSA for Dynamics 365 CRM initiatives.
• Translate business requirements into:
• Functional specifications
• User stories
• Process flows and solution design artifacts
• Partner with architects, developers, QA, and integration teams to deliver CRM solutions.
• Support configuration and customization of Dynamics 365 CRM
• Ensure adherence to Microsoft Dynamics 365 best practices.

Implementation, Stabilization & Production Support

• Participate in end-to-end CRM implementations, enhancements, and stabilization activities.
• Troubleshoot and resolve production issues; perform root cause analysis and implement permanent fixes.
• Support integrations with upstream and downstream systems.
• Lead and support User Acceptance Testing (UAT) and defect triage.
• Maintain comprehensive documentation: BRD, FSD, workflows, and system guides.

Governance & Continuous Improvement

• Proactively identify risks, gaps, and opportunities for CRM optimization.
• Stay informed on industry trends, particularly in commercial insurance.

Required Qualifications

• Bachelor’s degree in Business, IT, or related field.
• 10+ years of experience as a Business Analyst / Business Systems Analyst.
• Strong hands-on experience with Microsoft Dynamics 365 CRM.
• Proven experience in CRM implementation, upgrades, and stabilization.
• Technical understanding of Dynamics CRM, including:
• Dataverse
• Model-driven apps
• Business process flows
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent oral and written communication skills.
• Ability to work independently and lead requirements end-to-end.

Preferred / Nice-to-Have Skills

• Exposure to insurance business processes (underwriting, claims, policy administration).
• Experience with Power Platform (Power Apps, Power Automate, Power BI).
• CBAP or equivalent Business Analysis certification.
• Experience with SQL and data analysis.
• Familiarity with Agile / Scrum delivery models.

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