Lead Business Analyst (Customer Engagement) at Clean Energy in Newport Beach, CA

Job description

• The Microsoft CRM Lead Business Analyst is responsible for driving enterprise-wide business transformation initiatives leveraging Microsoft Dynamics 365 Customer Engagement (CRM) and the Power Platform. This role partners with business stakeholders and IT leadership to design, implement, and optimize CRM solutions across Sales, Customer Service, Field Service, and related functions.
• The Lead Business Analyst acts as the primary bridge between business needs and technical delivery—translating strategic objectives into scalable, automated CRM solutions while ensuring successful adoption, governance, and continuous improvement.
• The position, reporting to the Business Applications Manager, focuses on translating business strategy into improved, automated solutions.

Responsibilities

• Business Analysis & Stakeholder Engagement
• • Partner with business leaders across Sales, Customer Service, and Field Operations to gather, document, and prioritize requirements
• • Lead discovery sessions, process mapping, and gap analysis to identify optimization opportunities
• • Translate business requirements into functional specifications and system design
• • Serve as a trusted advisor to stakeholders on CRM capabilities and best practices
• CRM Solution Design (D365 CE)
• o Sales (Lead-to-Opportunity, pipeline management)
• o Customer Service (cases, SLAs, knowledge management)
• o Field Service (work orders, scheduling, asset management a Plus)
• • Define end-to-end workflows leveraging D365 CE and Power Platform (Power Automate, Power Apps)
• • Establish scalable data models, integrations, and automation strategies
• • Ensure solutions align with enterprise architecture and roadmap
• Process Optimization & Automation
• • Identify opportunities to streamline customer-facing and service operations
• • Lead automation of business processes using D365 workflows and Power Platform
• • Drive standardization and scalability across business units
• • Promote data-driven decision-making through improved CRM usage and insights
• Delivery Leadership & SDLC
• • Lead functional workstreams across CRM projects (implementations, enhancements, integrations)
• • Coordinate with developers, architects, and external partners
• • Manage scope, priorities, timelines, and risks for assigned initiatives
• • Strong leadership presence and influence without authority
• Governance, Security & Data Integrity
• • Define and maintain CRM security roles, data governance, and access controls
• • Ensure compliance with internal policies and audit requirements
• • Establish standards for data quality, ownership, and lifecycle management
• Training, Adoption & Support
• • Develop end-user training materials and documentation
• • Lead workshops and enablement sessions to drive adoption
• • Provide Level 2 and 3 functional support and troubleshoot complex issues
• • Identify adoption gaps and implement improvement strategies
• • Champion change management efforts to ensure successful adoption of new processes, systems, and automation capabilities
• Other duties as assigned.
• Supervisory Responsibilities: This position has no supervisory responsibilities.

Requirements

• Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Experience leading technology projects and coordinating cross-functional teams. Strong communication, planning and organizational skills. Experience working with technology vendors and consultants. Bachelor's degree preferred.
• • Deep functional knowledge of D365 Sales, Customer Service (Field Service a plus)
• • Strong experience with Power Platform (Power Apps, Power Automate)
• • Experience integrating CRM with ERP, Azure or third-party systems
• • Strong analytical, documentation, and stakeholder communication skills
• • Strategic thinking and business process transformation
• • Problem-solving and decision-making in complex environments
• • Effective communication with both technical and non-technical audiences
• Computer Skills
• Advanced skills in Microsoft Office applications, specifically Word, Excel and Outlook. Experience with Microsoft D365 software solutions. Knowledge of Microsoft Field Services systems is helpful. Experience with Power BI, AI, and Predictive Analytics a plus.
• Language Skills: Possess excellent communications and customer service skills. Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
• Computer Skills: Advanced skills in Microsoft Office applications, specifically Word, Excel and Outlook. Experience with Microsoft D365 software solutions. Knowledge of Microsoft Field Services systems is helpful. Experience with Power BI, AI, and Predictive Analytics a plus.
• Certificates, Licenses, Registrations: None Required.
• • 5–8+ years of experience as a Business Analyst supporting CRM or enterprise applications
• • 4+ years of hands-on Microsoft Dynamics 365 Customer Engagement (CRM) experience
• • Exposure to AI-driven automation or advanced CRM capabilities
• • Proven experience leading cross-functional projects and business transformation initiatives

Skills

Required

• Ability to write simple correspondence
• Reliable: Responds in a timely manner
• Microsoft Office (Word, Excel, Outlook)
• Power BI
• AI
• Predictive Analytics
• ERP integration
• Azure