We are looking for a D365 Functional Analyst to help ensure that our Microsoft Dynamics 365 Customer Engagement solutions are designed to improve customer interactions, streamline sales processes and enhance overall customer service capability. This is a full-time permanent opportunity. What will you be doing? Full project-lifecycle engagement – support analysis, detailed design workshops, showcases and deployment for Microsoft Dynamics 365 CE projects. Requirements & documentation – gather business needs, translate them into user stories, functional specifications and system-design records. Cross-functional collaboration – partner with developers and D365 ERP (FO) analysts to align CRM–ERP journeys and ensure accurate configuration. Data & integration support – perform data mapping, assist integration activities and maintain clear architecture and configuration logs. Quality & testing ownership – plan and run unit, integration and user-acceptance tests, capturing defects and driving resolutions. Training & change enablement – produce user guides, deliver hands-on training and provide post-release support to embed new capabilities. Continuous improvement mindset – track D365 CE advances, suggest enhancements and champion best practice across project teams. What will are we looking for in you? Expert level functional knowledge of Microsoft D365 Customer Engagement and Power Platform functional aspects Extensive experience as a Dynamics CRM (CE) functional analyst Experience in the CRM Functional Architect experience Knowledge of contemporary or Agile development methodologies Strong working knowledge across key Sales, Service and Customer Insights process areas, with demonstrated knowledge of business process mapping, workflow modelling and design Expert problem-solving and analytical skills Basic working knowledge of D365 Ecosystem (D365 FO) and integrations Ability to design solutions involving Power Platform (Power Apps and Power Automate) The following Microsoft certifications are desirable: MB-200 Microsoft Dynamics 365 Customer Engagement Core MB-210 Microsoft Dynamics 365 Sales MB-220 Microsoft Dynamics 365 Marketing MB-230 Microsoft Dynamics 365 Customer Service What can we offer you? Working in an environment that is embracing a continuous improvement culture using experimentation to support learning Time dedicated to your personal development time with access to training, development, and certification programs to ensure you can upskill Being part of empowered, cross-functional agile delivery teams that works with the business to build systems that solve problems Hybrid and flexible working arrangements Building digital systems that will shape the future for the RAC and a better WA Gain RAC Staff Benefits including free Roadside Assistance and 25% discount on your Insurances, Social Club and access Fitness Passport for cheaper gym memberships About RAC As an Equal Opportunity Employer, RAC values inclusivity and promotes a workplace that actively seeks to welcome contributions from all people. RAC is committed to flexibility. If you need assistance or adjustments to fully participate in the application process, please contact jason.crooks@rac.com.au. #LI-JC1 RAC is a purpose-led member organisation. Established in 1905, RAC has evolved into one of the most trusted organisations in the state, with more than 1.3 million members. At RAC we don’t have shareholders. That means we reinvest our profits for the better of our members and our State. Our Purpose is to be the driving force for a better WA. Our Vision to 2030 is to create a safer, sustainable and connected future for Western Australians. Our Mission is delivering great member services and experiences, whilst inspiring positive community change that makes life better in WA. RAC is an equal opportunity employer. We continue to build an inclusive workplace where we respect and celebrate differences. We encourage applications from diverse groups including Indigenous and Torres Strait Islander people, physical ability, all ages, LGBTQI+ identities, all languages and diverse cultures and backgrounds. For any assistance please contact recruitment@rac.com.au
