Senior Analyst - Microsoft Dynamics Customer Service

As a Senior Analyst - Business Systems, you will be responsible for developing, deploying, and supporting business applications which automate exiting manual process and reporting for the assigned organization(s).

Responsibilities:

• Lead end‑to‑end business requirement gathering with Customer Care, Operations, Sales, and Support teams, acting as the primary liaison between business and IT
• Facilitate workshops to capture current‑state and future‑state customer service processes, including case intake, resolution, escalation, and closure
• Translate business needs into clear, testable functional requirements and design artifacts (BRD, FRD, user stories) for Dynamics 365 Customer Service implementations
• Own functional design for Case Management, including creation, updates, SLAs, entitlements, queues, routing rules, and assignment logic
• Define and validate Business Process Flows (BPFs) to standardize case lifecycle and agent workflows
• Partner with solution architects to determine out‑of‑the‑box vs customization decisions and ensure fitment to Dynamics capabilities
• Support design of AI‑assisted triage and case deflection, including basic Power Virtual Agent (PVA) setup and routing logic
• Work closely with development and configuration teams in Agile delivery, participating in backlog grooming, sprint reviews, and Show‑and‑Tell demos 
• Define and execute UAT scenarios, system integration test cases, and data validation, ensuring requirements traceability 

Qualifications:

• Bachelor’s Degree – IT, Computer Science, or Supply Chain.
• 4-10 years experience required creating/developing and delivering/implementing commercial software (ERP, CRM) and technology solutions.
• 4-10 years experience in Microsoft Dynamics Customer Service module
• Knowledge of Microsoft Power platform (Dataverse, Power portals or Power pages, Power automate and Model driven app) is essential.
• Knowledge of HTML, Liquid templates, Javascript, Jquery and CSS.
• Excellent communication skills and a proven track record of working with business users and key stakeholders to analyse and translate business requirements into Design documents
• Certification in Microsoft Dynamics 365 for Customer Service or any other Dynamics modules or Power platform tools is an added advantage.
• Strong problem-solving skills and the ability to analyze workflow and processes.
• Experience in project management and planning.
• Ability to travel up to 25%.

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This amount is what we reasonably believe we will pay for the position; however, offer amounts may vary based on factors such as geographic location, relevant education, experience, qualifications, skills, shift, or any collective bargaining agreements.
For eligible positions, compensation may include participation in a bonus or sales incentive plan, subject to the terms and conditions of the applicable plan documents. For certain sales roles, Wesco also offers a commission structure that provides additional compensation based on sales results, as defined by the applicable commission plan.
In addition, Wesco offers a benefits program for eligible employees, which may include paid time off, medical, dental, and vision coverage, and retirement savings plans. Additional details about benefits are available here.