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:

Job Summary:Acts as a client-facing functional lead who partners directly with customers to understand business needs, validate CRM-enabled workflows, and ensure successful delivery across the full lifecycle-from pre-sales discussions through post-implementation support. 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. The ideal candidate brings deep Dynamics CRM knowledge, strong analytical skills, and outstanding communication abilities.

This role is highly customer-facing and sits at the intersection of business, operations, and technology. The analyst partners directly with customers before and after contract signing to understand business needs, validate solutions, and ensure successful outcomes. They act as the first line of support for customer questions and issues, triaging problems, validating whether issues are functional or technical, and coordinating resolution across engineering and operations teams.

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 training teams, operational teams, and clients 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
Lead customer discussions to validate business processes and ensure CRM aligns with operational needs.
Act as a first point of contact for customer issues, triaging and determining whether issues are configuration, process, or system defects.
Validate end-to-end customer journeys, including interactions with contact centers and downstream systems.
Partner with customer enablement teams to ensure proper usage of CRM capabilities.
Support post-go-live issue resolution and continuous improvement.

Minimum Job Requirements:

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.
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)
Experience working directly with customers in a support, implementation, or advisory capacity
Ability to explain CRM functionality to non-technical users (e.g., contact center agents, operations teams)

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

Senior Functional Analyst (MSD 365 CRM)