Public Sector People are working with a local council in Melbourne’s north-eastern suburbs to recruit a D365 Functional Analyst. This is a great opportunity for a skilled Dynamics 365 professional to contribute to a major customer experience transformation project.
We are seeking a quality, experienced candidate to enhance a Customer Experience Platform on Microsoft Dynamics 365, as well as contributing to the development of the broader CRM roadmap.
The D365 Functional Analyst
will support the delivery of the Customer Experience Platform (CXP), with a specific focus on Microsoft Dynamics 365 CRM. This position plays a key role in ensuring that system solutions meet community and organisational needs through effective stakeholder engagement, business process analysis, and system configuration. The role will help deliver a seamless customer service experience that empowers users, enhances internal efficiency, and improves access to services across digital channels.
Key Responsibilities:
- Analyse and document business and system requirements through stakeholder engagement.
- Design future-state business processes, user journeys, and service workflows aligned with CRM capabilities.
- Configure and customise Microsoft Dynamics 365 CRM features, including case management, customer service modules, workflows, and business rules.
- Collaborate with internal delivery teams, solution architects, and third-party vendors to ensure functional requirements are met.
- Support data mapping, cleansing, migration, testing, and UAT activities as part of system delivery.
- Assist with documentation, onboarding, and change management to drive CRM adoption.
- Ensure alignment with organisational standards for data governance, accessibility, and cybersecurity.
- 3+ years of experience in a Functional Analyst role focused on Microsoft Dynamics 365 CRM (Customer Service module preferred).
- Strong experience in low-code tools such as Power Automate and Power Apps.
- Confident designing user journeys and configuring workflows based on business requirements.
- Able to engage and collaborate with technical and non-technical stakeholders.
- Experience working in an Agile or hybrid project environment.
- Background in customer experience, digital transformation or public-facing service platforms is highly desirable.
Please note: Only shortlisted candidates will be contacted.
