Senior Business Analyst – CRM

Candidate Description

With more than five years in government, healthcare, and non-profit sectors, this senior business analyst blends analytical acumen with deep Microsoft ecosystem expertise to deliver transformative digital solutions. Their background spans Dynamics 365 Customer Engagement, Microsoft 365 migrations, ServiceNow, and SharePoint Online, complemented by strong grounding in Agile/Scrum, BPMN 2.0 modelling, and BABOK-aligned business-analysis practices. Adept at workshops, stakeholder engagement, and end-to-end SDLC management, they consistently translate complex requirements into actionable user stories and future-state capability models.

Technically, the professional excels at process mapping, gap analysis, data-migration planning, and quality-assurance activities. They have delivered multi-stream projects such as Dynamics 365 case-management rollouts, learning-management modernisation, and enterprise service-request platforms. Hands-on experience with tools including JIRA, Confluence, Visio, GitHub, SQL, and Java underpins their ability to draft FDDs, oversee automated and UAT testing, and manage vendor engagements. Key achievements include leading Commonwealth Ombudsman Dynamics 365 analysis, orchestrating Google Workspace to Microsoft 365 data migration, and deploying SharePoint intranets that boosted collaboration.

Combining strong communication skills with a collaborative leadership style, they mentor teams, facilitate cross-functional workshops, and champion best-practice frameworks such as ITIL and BABOK. Their adaptability across diverse domains enables rapid assimilation of new challenges, while meticulous documentation ensures transparent governance. Overall, they offer a proven track record of driving technology-enabled change, optimising business processes, and realising measurable value for stakeholders.