CRM Applications Analyst

Overview

Compensation:  $95,000 – 125,000 annual + bonus

Milton CAT is seeking a hands-on, collaborative CRM Applications Analyst to support the applications, processes, data, and integrations that enable our equipment sales and service operations. As part of the Enterprise Applications team within Digital Services, this role will have primary functional responsibility for Microsoft Dynamics 365 Customer Engagement (CE), CPQ solutions, and related Microsoft Power Platform capabilities. 

The Applications Analyst will partner with business stakeholders and technology teams to translate business needs into effective, scalable solutions. This role combines business and process analysis with hands-on application support, configuration, testing, production support, and continuous improvement. 

Milton CAT is the exclusive Caterpillar dealer for the Northeast, combining a strong history and trusted reputation with a continued focus on technology, innovation, and growth. Joining Milton CAT means becoming part of a collaborative, team-oriented organization where your work can make a meaningful impact on the employees, customers, and communities we serve. 

Location:  Can be based out of Milford, MA, Syracuse, NY, or Londonderry, NH  (Requires Hybrid, 2-3 days in office)

Remote Eligibility:  Candidates must reside in MA, RI, NH, VT, ME, NY or CT

Reports to:  Director, Enterprise Applications

Responsibilities

• Partner with leaders, subject-matter experts, and end users to understand business needs, process challenges, operational requirements, and opportunities for improvement. 

• Analyze and document business processes, requirements, workflows, business rules, data needs, system dependencies, and functional requirements. 

• Translate business needs into clear user stories, process designs, acceptance criteria, test scenarios, and actionable application enhancements. 

• Provide hands-on functional support and configuration for Microsoft Dynamics 365 CE, with a focus on Sales, Service, and Customer Service processes. 

• Recommend practical, configuration-first solutions that leverage standard Microsoft capabilities while supporting scalability, security, governance, and long-term maintainability. 

• Partner with technical, integration, data, and application teams on solution design, integrations, automation, application changes, and platform enhancements. 

• Create, refine, and manage application work items and backlog priorities in Azure DevOps, participating in Agile/Scrum or Kanban delivery activities. 

• Develop and coordinate functional, integration, regression, and user acceptance testing; track defects and support release readiness. 

• Support successful adoption of new capabilities through documentation, user communications, job aids, release information, and training materials. 

• Serve as a functional escalation point for production issues, helping identify application, data, integration, security, process, and training-related issues and drive them toward resolution. 

• Monitor recurring issues and user feedback to identify opportunities to improve application performance, business processes, data quality, and user experience. 

Qualifications

• Bachelor's degree in Business, Information Technology, Computer Science, or a related field, or an equivalent combination of education and relevant professional experience. 

• 3-5 years of experience as an Application Analyst, Functional Analyst, CRM Analyst, Business Systems Analyst, or similar role supporting enterprise business applications. 

• 3+ years of hands-on experience with Microsoft Dynamics 365 Customer Engagement, preferably supporting Sales, Customer Service, or Field Service. 

• Experience configuring, testing, administering, or supporting Microsoft Dynamics 365 in an enterprise environment. 

• Experience working within Agile/Scrum and/or Kanban delivery models, including backlog refinement and iterative delivery. 

• Experience supporting production applications and participating in incident, change, problem, and release-management processes. 

• Strong analytical, problem-solving, facilitation, communication, organizational, and stakeholder-management skills. 

• Ability to take ownership, manage competing priorities, and drive assigned work and issues through completion. 

• Experience with Microsoft Power Platform, enterprise integrations, APIs, middleware, data synchronization, security, or cross-system business processes is a plus. 

• Experience in a heavy-equipment dealership, equipment rental, field service, construction, distribution, manufacturing, or other asset-focused industry is preferred. 

• Microsoft certifications in Dynamics 365 Sales, Dynamics 365 Customer Service, Power Platform Functional Consultant, Power Platform App Maker, or related areas are preferred.