Senior Business Analyst

The Senior Business Analyst will provide strategic and hands-on leadership to CRM delivery teams, mentoring Business Analysts, guiding solution design, and ensuring high-quality CRM implementations that deliver measurable business value. This role acts as the key bridge between business stakeholders and technical teams, driving process optimisation, system adoption, and best practice across projects.

Business Analysis & Delivery Leadership

• Perform all responsibilities of a Business Analyst, including requirement gathering, process analysis, and CRM solution support.
• Lead functional workshops with stakeholders to capture requirements, validate processes, and align on proposed solutions.
• Draft solution designs and update user stories to reflect agreed functionality and system configuration.
• Support production of high-level solution overview (HLSO) documentation at the conclusion of the Discovery phase.
• Monitor and ensure user stories progress correctly through sprint stages and associate requirements with specific sprints to meet delivery timelines.
• Proactively prepare future sprint user stories with clients to ensure readiness for build by consultants.
• Challenge stakeholder suggestions that fall outside best practices or exceed the defined project scope, providing alternative recommendations where appropriate.
• Discuss proposed changes with clients and escalate scope impacts or delivery risks to the Project Manager for resolution.

Mentorship & Team Development

• Provide guidance and mentorship to Business Analysts, fostering collaboration, knowledge sharing, and adoption of best practices.
• Review and oversee documentation such as user stories, process maps, ERDs, and solution designs that may be used as reusable resources across projects.
• Support team members in testing, UAT, and solution implementation activities to ensure quality delivery.

CRM Solution Implementation & Optimisation

• Work with development teams to design, configure, and implement Microsoft Dynamics 365 CRM solutions.
• Advise on CRM configuration and customisation aligned with client objectives and industry best practices.
• Maintain data integrity and support advanced reporting, dashboards, and system enhancements.
• Lead process mapping, data modelling, and gap analysis to inform solution design and process optimisation initiatives.

Testing, Training & Change Management

• Oversee test case development and User Acceptance Testing (UAT), ensuring solutions meet functional requirements and quality standards.
• Support creation and delivery of training sessions, user guides, and workshops for end-users.
• Advise on change management strategies to drive adoption of CRM systems and process improvements.

Technology & Continuous Improvement

• Stay current with emerging CRM and Microsoft technologies, evaluating their relevance and benefits for clients.
• Promote innovative solutions to improve client processes, efficiency, and technology adoption.

Person Profile

The ideal Senior Business Analyst is an experienced, proactive professional who bridges business needs and technology solutions, with deep expertise in CRM systems, process optimisation, and stakeholder engagement. They provide mentorship and guidance to BAs, lead workshops, challenge assumptions, and ensure projects deliver measurable business value. Highly analytical, detail-oriented, and adaptable, they excel in dynamic environments, balancing hands-on delivery with strategic oversight, while promoting best practices, collaboration, and successful adoption of new systems.

CRM & Microsoft Ecosystem

• Microsoft Dynamics 365 CRM (Customer Service, Sales, Field Service, Customer Insights, Contact Centre, PSO/PSA)
• Dataverse: Tables, Fields, Relationships, Business Rules, BPFs, Forms, Views, Dashboards, Model-Driven Apps, Real-Time Workflows, Security, Column Masking, Teams & Business Units
• Power Platform: Power Automate, Power Apps (Canvas & Model-driven), Power Fx, Custom Pages, Power Apps Portals, Power Pages, Power BI
• Microsoft 365 & Copilot, Azure, SharePoint & Teams Integration
• Integrations: Third-party fundraising, payment, and marketing tools (JustGiving, GoCardless, dotdigital, etc.)
• mhance Products: Direct Debits, Gift Aid, Events, Grant Management, Volunteer Management, Major Donors & Legacy Management, Income Processing

Testing & QA Tools

• User Acceptance Testing (UAT) planning and execution
• SSRS/Paginated Reports, Data Imports, Excel/Dataverse Integration

Licensing Awareness

• Microsoft 365 Copilot, Dynamics CE, Power Platform, Power BI/Fabric, Azure, Customer Insights, DocumentsCorePack, Azure Synapse

• Extensive experience as a Business Analyst in CRM or ERP implementations, including leadership or senior advisory responsibilities.
• Hands-on experience with Microsoft Dynamics 365 CRM or equivalent platforms.
• Proven expertise in process mapping, gap analysis, stakeholder engagement, and solution design.
• Familiarity with Agile and Waterfall methodologies.
• Exposure to ERP systems (Dynamics 365 Business Central, NetSuite, SAP Business One) desirable.
• Experience mentoring or leading BAs.

• Hybrid or remote working model, depending on project requirements.
• Occasional travel to client sites may be required.
• Ability to manage multiple complex projects simultaneously, sometimes under tight deadlines.
• Commitment to continuous learning, relevant training, and CRM certifications.

Along with a highly Competitive salary package we offer a great range of additional benefits and discounts through our various partnerships.

• 23 days’ holiday (rising to 28 with service)
• Company contributory pension
• Life assurance benefit (4 x Salary)
• Health and Wellness Benefits (medical, dental, eye – health cash back 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 discounts offers.

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. We recognise that diverse teams make the strongest teams and encourage people from all backgrounds to apply.

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