Business Systems Analyst - Microsoft D365 Customer Engagement

Location: Toronto

Other locations: Primary Location Only

Date: Oct 5, 2026

Requisition ID:

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The chance

EY is seeking a Business Systems Analyst with experience inMicrosoft 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

📌 Business Systems Analyst (Toronto)
🏢 EY
📍 Toronto