Business Systems Analyst - Microsoft D365 Customer Engagement

At EY, we’re all in to shape your future with confidence.

We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.

Join EY and help to build a better working world.

The opportunity

EY is seeking a Business Systems Analyst with experience in Microsoft Dynamics 365 Customer Engagement (CE) and the Power Platform to support the design and delivery of enterprise digital transformation initiatives. Working closely with business stakeholders, Solution Architects, Technical Architects, developers, and project teams, you will bridge business needs and technology solutions by gathering requirements, defining business processes, and ensuring solutions deliver measurable business value.

This job posting relates to an existing vacancy within our organization.

Key Responsibilities

Business Analysis & Requirements Management

• Lead client workshops, discovery sessions, and stakeholder interviews to gather, analyze, and document business requirements.
• Translate business needs into user stories, process flows, functional specifications, acceptance criteria, and solution requirements.
• Facilitate requirements prioritization, backlog management, and scope definition throughout the project lifecycle.
• Support fit-gap assessments and recommend process improvements leveraging Dynamics 365 CE and Power Platform capabilities.

Business Process Transformation

• Analyze and optimize business processes across Sales, Customer Service, Customer Insights, Field Service, and related CRM functions.
• Document current-state and future-state processes and identify opportunities for automation, efficiency, and user adoption.
• Drive process standardization and adoption of leading practices across client organizations.

Testing, Deployment & Adoption

• Support test strategy development, User Acceptance Testing (UAT), defect triage, and business validation activities.
• Ensure solutions meet business requirements and support successful deployment and release readiness.
• Develop training materials, business documentation, and support change management and user adoption activities.
• Assist with post-go-live support, issue resolution, and continuous improvement initiatives.

Stakeholder Management & Delivery Support

• Act as the liaison between business stakeholders and technical teams throughout delivery.
• Communicate project status, risks, dependencies, and recommendations to project leadership and client stakeholders.
• Support estimation, planning, prioritization, and Agile delivery activities across project workstreams.
• Contribute to proposals, demonstrations, solutioning activities, and client pursuits when required.

Skills and Attributes for Success

• +2 years of experience as a Business Analyst, Business Systems Analyst, Functional Consultant, or similar role delivering Microsoft business applications solutions.
• Experience with Dynamics 365 CE, including Sales, Customer Service, Field Service, Customer Insights, or related CRM capabilities.
• Strong requirements gathering, process mapping, workshop facilitation, and stakeholder management skills.
• Experience creating user stories, business requirements documents, functional designs, process flows, and acceptance criteria.
• Understanding of Agile delivery methodologies, backlog management, and product ownership concepts.
• Ability to translate business requirements into functional solution designs and communicate effectively with technical teams.
• Strong analytical, problem-solving, and critical-thinking skills.
• Excellent verbal and written communication skills with the ability to engage both business and technical audiences.
• Experience with Power Platform capabilities, including Power Automate, Power Apps, Copilot, or low-code automation solutions, is considered an asset.

Preferred Qualifications

• Experience delivering Dynamics 365 CE implementations within a consulting or system integrator environment.
• Knowledge of CRM, customer experience, contact center, or field service business processes.
• Microsoft certifications related to Dynamics 365, Power Platform, Business Analysis, or Agile methodologies.
• Experience supporting enterprise-scale digital transformation and business process improvement initiatives.

What we offer you

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package allows you decide which benefits are right for you and which ones help you create a solid foundation for your future. Our Total Rewards package includes a discretionary bonus program, a comprehensive medical, prescription drug and dental coverage plan, a defined contribution pension plan, a great vacation policy plus firm paid days that allow you to enjoy longer long weekends throughout the year, statutory holidays and paid personal days (based on province of residence), and a range of exciting programs and benefits designed to support your physical, financial and social well-being. Plus, we offer:

• Support and coaching from some of the most engaging colleagues in the industry
• Learning opportunities to develop new skills and progress your career
• The freedom and flexibility to handle your role in a way that’s right for you

EY reports salary ranges in accordance with applicable provincial pay transparency legislation. Individual salaries within the anticipated salary ranges noted below are determined through a wide variety of factors including but not limited to internal equity, education, relevant experience, knowledge, and applicable skill sets.

• Toronto:

• • For Staff: $65,500 to $82,000
  • For Senior Consultant: $90,500 to $115,000

Are you ready to shape your future with confidence? Apply today.

To help create the best experience during the recruitment process, please describe any accommodations you may need.

Inclusiveness at EY

Inclusiveness is at the heart of who we are and how we work. We’re committed to fostering an environment where differences are valued, policies and practices are equitable, and our people feel a sense of belonging. We embrace diversity and are committed to combating systemic racism, advancing gender equity and women in leadership, advocating for the 2SLGBTQIA+ community, promoting our neuroinclusion and accessibility initiatives, and are dedicated to amplifying the voices of Indigenous peoples (First Nations, Inuit, and Métis) nationally as we strive towards reconciliation. Our diverse experiences, abilities, backgrounds, and perspectives make our people unique and help guide us. Because when people feel free to be their authentic selves at work, they bring their best and are empowered to build a better working world.

Learn about our commitment to Inclusiveness at https://www.ey.com/en_ca/about-us/corporate-responsibility/equity

EY | Building a better working world

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.

At EY, we use artificial intelligence (AI) tools as one element of our recruitment process to enhance efficiency and improve the candidate experience. While AI supports us in our process, human judgment and decision-making remain integral in our candidate experience. We are committed to the responsible use of AI, and our practices are continuously reviewed and refined to ensure they align with ethical principles and regulatory requirements.

To all recruitment agencies: EY does not accept unsolicited resumes from recruitment agencies. Any resumes submitted without a prior agreement or request from our hiring team will not be considered. EY is not responsible for any fees related to unsolicited resumes.