Senior CRM Functional Analyst

Business Unit:

Cubic Transportation Systems

Company Details:

When you join Cubic, you become part of a company that creates and delivers technology solutions in transportation to make people’s lives easier by simplifying their daily journeys, and defense capabilities to help promote mission success and safety for those who serve their nation. Led by our talented teams around the world, Cubic is committed to solving global issues through innovation and service to our customers and partners.

We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD). Explore more on Cubic.com.

Job Details:

Job Summary: Serves as a lead Microsoft Dynamics 365 CRM (MSD CRM) analyst and primary liaison, working closely with colleagues from Operations, Engineering, and Test Teams while acting as a client-facing subject matter expert for MSD CRM solutions to ensure all environments are supported and functional. Draws upon functional expertise and strong understanding of MSD CRM applications and supporting business processes to analyze, troubleshoot, and resolve functional issues. In addition to strong functional expertise, the analyst serves as a client‑facing representative who facilitates discussions, gathers requirements, documents solutions, triages defects, and provides internal and external guidance. The ideal candidate brings deep Dynamics CRM knowledge, strong analytical skills, and outstanding communication abilities.

Responsibilities:

• Act as the primary point of contact for clients and programs regarding Microsoft Dynamics (MSD) CRM.
• Facilitate client workshops, discovery sessions, and requirements-gathering meetings to define and align business needs.
• Elicit and analyze business requirements and translate them into clear functional requirements for engineering using interviews, workshops, document analysis, business process modeling, use cases, and workflow analysis
• Build trusted relationships with internal and external stakeholders by providing strategic guidance, best-practice recommendations, and proactive insights.
• Communicate complex technical concepts in a clear, business-friendly manner to both technical and non-technical audiences.
• Lead end-to-end requirements ownership, including documentation across the full delivery lifecycle for client initiatives.
• Create detailed user stories, acceptance criteria, and functional specifications aligned to business outcomes.
• Partner with engineering on new requirements and development efforts, and define acceptance criteria.
• Conduct gap analysis and impact assessments for new features or system changes.
• Support configurations for multiple program environments, including Production.
• Resolve configuration issues and triage defects, escalating to engineering when required
• Work closely with program teams, developers, test teams, and architects to ensure successful delivery.
• Facilitate client demos and walkthroughs, and support client witness testing.
• Assist with the identification of solution options and assess them for both technical and business suitability.
• Work with the training team, operational teams, and the client to facilitate a smooth transition to new software releases.
• Provide and contribute documentation needed for client design approval, training, test cases, and user guides.
• Identify opportunities to streamline processes, improve user experience, and enhance system performance.
• Ability to facilitate workshops or other meetings, and to document meeting outcomes, actions, and agreements.
• Facilitate the negotiation of requirements and requirement priorities among multiple stakeholders.
• Effectively documents defects and/or issues, identifies priorities, and clearly presents all data to support timely resolution
• Effectively communicates relevant program information to superiors and peers
• Manage critical client-specific applications, ensuring stable, efficient, and accurate operation

Minimum Job Requirements: 

• Ability to work US hours.
• Four-year college degree, or equivalent, in engineering or a related technical discipline.
• Five (5)+ years of hands-on experience in CRM, business analysis, or technical analyst roles.
• Track record with end-to-end requirements analysis within CRM platforms, with Microsoft Dynamics (MSD/D365) strongly preferred.
• Strong customer-facing experience is required. Prior experience dealing with NAM/APAC customers preferred.
• Proven success with creating technical and functional specifications for MSD CRM solutions, including user stories and acceptance criteria.
• Strong proficiency with business process mapping, process optimization within CRM-enabled workflows
• Experience working with global, cross-functional teams across multiple time zones.
• Proficiency in Microsoft Office and tools such as Jira, ServiceNow, and Confluence.
• Must be very detail-oriented, be able to plan and work flexibly to a deadline, and have strong analytical and problem-solving skills
• Experience managing defects and issues, including ticket creation, prioritization, and support of triage or troubleshooting sessions
• Ability to effectively communicate verbally and in writing, make presentations, and facilitate workshops with stakeholders (internal and external), subcontractors, and vendors 
• Preferred experience supporting or working within call center or contact center environments.
• Preferred experience in writing SQL queries.
• Able to work out of hours to support programs in other regions (e.g., North America)

Personal Qualities

• A self-motivated and proactive individual able to work with minimal supervision.

• Able to build and maintain client relationships.

• Proven ability to pick up new skills quickly and effectively.

• Possess a methodical and structured approach to analyzing business processes.

• Ability to effectively communicate at all levels.

• Work within a growing team, which will require cross-skilling to support periods of leave.

• Able to work out of hours to support programs in other regions (e.g., Australia, North America, etc.)

• Able to work autonomously with minimal supervision.

Worker Type:

Employee