Business Analyst – Microsoft Dynamics 365 CRM in Manchester

mhance is one of the UK’s leading Microsoft partners, specialising in implementing innovative and functionally rich software solutions for businesses in the charity and non‑profit sector. As a business, we passionately care about our customers and the communities they serve, with customer service at the heart of everything we do. We work in close partnership with our customers to transform their businesses and improve their IT operations.

mhance is an organisation that has fully embraced home/hybrid working, with the majority of our employees working remotely. We have office bases in Manchester and Dublin, and while the offices are available for those who wish to work from there, we are focused on putting work‑life balance and employee well‑being at the forefront of the business and recognise the benefits of remote working for our staff.

To support our remote workforce, collaboration and communication are key at mhance, creating a culture where every employee feels included and valued. Our Company Socials are a great way we keep our teams connected, whether it’s a virtual team quiz, a walking challenge, or a night on the town, we strive to challenge staff in the work that they do but also make sure they have a fun time doing it. All mhance employees are given time for learning and development to enhance their skills and support ongoing career development, with a tailored “Educate & Celebrate” program. In addition, the business was one of the first to pledge commitment to Microsoft’s “Women in Dynamics” initiative.

The Business Analyst will play a key role in supporting CRM Consultants and Project Managers in delivering high‑quality CRM solutions to clients. This role involves gathering and analysing business requirements, optimising processes, and ensuring successful CRM implementations. Acting as a bridge between business needs and technology, the Business Analyst will ensure that solutions align with client objectives and industry best practices.

• Collect both functional and non‑functional requirements through online and in‑person workshops to support agile project delivery.
• Translate business requirements into user stories, logically structuring them under epics and features within a backlog.
• Conduct process analysis, identifying opportunities to re‑engineer and improve business processes for greater efficiency.
• Ensure business needs are accurately documented, using tools such as Azure DevOps, and producing clear and effective documentation.
• Act as the subject matter expert and advocate for the agreed‑upon customer requirements.

CRM Solution Implementation & Support

• Work closely with development teams to design and implement CRM solutions, primarily using Microsoft Dynamics 365.
• Support CRM Consultants in configuring and customising CRM platforms to align with business needs.
• Challenge stakeholders to ensure real business benefits are achieved, whether in customer requirements or the solution.
• Maintain an understanding of the capabilities and limitations of Dynamics 365 when considering customer requirements.
• Monitor and maintain data integrity within the CRM platform.
• Work with a diverse range of internal and external stakeholders, managing relationships, analysing their processes, and influencing outcomes.
• Assist Project Managers in defining project scope, planning, and risk assessment.
• Handle multiple priorities and demands simultaneously while maintaining a hands‑on approach to meeting deadlines.
• Collaborate with technical teams on system integrations, data migrations, and solution enhancements.

Process Optimisation & Business Improvements

• Conduct process mapping and data modelling using industry‑standard notations.
• Document current (“As‑Is”) and future (“To‑Be”) processes to support solution design and implementation.
• Generate and analyse CRM reports to identify business insights and improvement opportunities.
• Provide expertise on change management strategies, supporting clients in driving successful adoption of new systems and processes.

Testing & Training Support

• Develop test cases and support User Acceptance Testing (UAT) to validate CRM implementations.
• Ensure system testing is conducted to maintain quality and functionality.
• Create and deliver comprehensive training sessions for end‑users, ensuring they can effectively use the CRM system.
• Develop user guides, training materials, and workshops tailored to different user roles and experience levels.
• Provide ongoing post‑implementation support, helping clients maximise their CRM investment and adoption.

The ideal candidate will be a proactive and analytical problem‑solver with strong stakeholder management skills. They should have experience in business analysis, CRM solutions, and process optimisation within a technology‑driven environment. Excellent communication skills and the ability to collaborate effectively with both technical and non‑technical stakeholders are essential.

• Proven experience as a Business Analyst in a CRM or ERP implementation environment.
• Hands‑on experience with Microsoft Dynamics 365 CRM or other CRM platforms.
• Experience with process mapping, gap analysis, and stakeholder engagement.
• Familiarity with project methodologies such as Agile or Waterfall.
• Exposure to ERP systems (e.g., Microsoft Dynamics 365 Business Central, NetSuite, SAP Business One) is desirable.
• Hybrid or remote working model, depending on project requirements.
• Occasional travel to client sites may be required.
• Flexibility to work on multiple projects simultaneously, sometimes under tight deadlines.
• Willingness to undertake relevant training and certifications to stay up to date with CRM technologies.

We provide an excellent benefits package to our employees, with a cashback scheme covering everyday healthcare costs and a tailored mental health service available for all our staff. We offer volunteering leave, bereavement and family leave, and as a result of the changing world, we have gone one step further, recently introducing a scheme whereby our employees can choose to work from anywhere in the world for up to four weeks per year. There are also gym and retail discounts available through our benefits partners, so there’s something for everyone at mhance.

• 23 days’ holiday(rising to 28 with service)
• Company contributory pension
• Health and Wellness Benefits (medical, dental, eye – health cashback scheme with fast access to private care)
• Income protection scheme, and a cycle2work scheme
• Volunteering Leave – Be Good, Do‑Good days – the opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice.
• Employee Assistance – 24hr Counselling and Advice Line
• Mental Health Support – Free access to a fully tailored mental health service online -providing confidential support from a team of health professionals.
• Access to discounted membership at participating gyms and shopping discount offers.

Equal Opportunities / Diversity and Inclusion

mhance is dedicated to making sure that every applicant is assessed solely on personal merit and qualifications. We actively celebrate the diversity of our colleagues and provide an inclusive work environment free from all forms of discrimination and harassment, a culture based on inclusivity and mutual respect.

As an equal‑opportunity employer, we stay true to our mission by ensuring that we make recruiting decisions based on your experience and skills. We welcome applications from all members of society irrespective of age, gender, disability, sexual orientation, race, religion or belief. Recognising that diverse teams make the strongest teams, and we encourage people from all backgrounds to apply.

We believe passionately that employing a diverse workforce among our teammates is critical to our ongoing success, and that a more inclusive workforce is a more collaborative and productive one. This means we continually celebrate the diverse community different individuals cultivate.

To apply for the vacancy, please attach a copy of your CV and send to careers@m-hance.com.

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