Senior Business Analyst – Microsoft Agentic CRM (m/f/d)

At DIGITALL we don't just deliver technology we deliver the future! We are explorers, knowledge-hunters, tech geeks, problem solvers and game changers who want to inspire and be inspired. Our DIGITALL people are always one step forward: working with top-notch technologies, creating innovations ahead of the market trends, sharing the passion for discovering better ways. As a human-centric organization, our teams are built on mutual respect and open communication, allowing everyone to be authentic, express ideas and unleash their potential. We are proud of our DIGITALL bright minds and never stop developing their skills to keep pushing boundaries together and do what we love. DIGITALL operates globally with a team of 1000 experts in 16 locations across 8 countries.

You will act as the bridge between CRM and AI, analysing and redesigning Dynamics 365 and Power Platform–based processes and turning them into high‑impact automation and AI‑agent scenarios across marketing, sales, service and supporting units. Together with business stakeholders and our CRM/AI technical expert teams, you define roadmaps, design end‑to‑end solutions and ensure successful user adoption of conversational and autonomous agents. With several years of experience in CRM, business analysis and the Microsoft ecosystem, you manage the business analysis workstream in agile projects and help clients realise measurable value from Agentic CRM.

This is your job:

• Analyse and design marketing, sales, service and supporting processes on Microsoft Dynamics 365 and the Power Platform and identify automation and AI‑agent use cases with clear business impact and ROI.
• Act as the bridge between CRM and AI by turning CRM use cases into agent‑driven scenarios (chat, voice, email, back‑office agents) that enhance marketing, sales, service and supporting units to bring their CRM to the next level
• Advise business stakeholders and Product Owners on how to leverage AI agents to optimise CRM processes and customer journeys
• Work closely with Dynamics 365 / Power Platform and AI Solution Architects to design end‑to‑end solutions that combine workflow automation, low‑code apps and AI agent capabilities
• Support the co‑creation of an AI and automation roadmap for CRM together with business and IT stakeholders, including the prioritisation of agentic use cases and quick wins.
• Prepare and facilitate requirements, refinement and process‑discovery workshops with business process owners, focusing on opportunities for conversational and AI‑driven automation.
• Document processes, requirements and the proposed functional solution architecture in a structured and traceable way for business and technical stakeholders.
• Contribute to user‑adoption and change‑management activities (training materials, how‑to guides, demos) to ensure employees effectively work with new CRM agents and AI features.
• Support presales activities by preparing demos, use‑case descriptions and effort estimates for CRM‑ and AI‑agent–driven solutions.
• Take end‑to‑end responsibility for the business analysis workstream in agile project setups and act as a reliable point of contact between client stakeholders and our CRM and AI technical delivery teams.
• Project Management / Business Analysis

Your qualifications:

• Several years of professional experience in CRM or business analysis roles, ideally with at least 3–5 years in Dynamics 365 / Power Platform projects.
• Solid knowledge of Generative AI, Microsoft Copilot, AI agents in the context of the Microsoft portfolio
• Knowledge of different LLMs and their strengths/limitations is an advantage.
• Experience in requirements engineering (certification such as CPRE is an advantage) and in product backlog management with Azure DevOps or Jira.
• Practical experience in consulting or enterprise projects involving AI, data or cloud transformation; experience in one of our focus industries financial services, insurance, manufacturing, logistics or professional services is a plus.
• Strong understanding of agile project methodologies (Scrum, SAFe or similar) and experience working in interdisciplinary teams (business, IT architecture, data/AI, governance).
• Strong analytical and process‑thinking skills with the ability to map as‑is and to‑be CRM processes and identify opportunities for automation and agent‑based support.
• Very good moderation and communication skills, enabling you to work confidently with business process owners and to explain AI‑ and automation‑driven solution options in clear, non‑technical language.
• Very good German and English skills (spoken and written), a structured and solution‑oriented way of working and a high degree of self‑organisation.
• First successes in building and maintaining client or stakeholder relationships; consulting mindset and eagerness to grow into a trusted advisor role at the intersection of CRM and AI.

Organizational information:

• All applications will be treated in strict confidentiality
• Please note that only shortlisted candidates will be invited to an interview

Originally posted on Himalayas