Technical Business Analyst

About The Role

FDM is a global business and technology consultancy seeking a Technical Business Analyst (Dynamic 365) to join an ongoing Customer Service Platform transformation programme.

This is initially a contract role with strong potential for extension. The role will be hybrid and based in York.

This opportunity sits within a large-scale transformation programme integrating Contact Centre (CCaaS), Workflow CRM (case management), and data into a single platform. The role will focus on accelerating design and delivery readiness, ensuring seamless end-to-end customer and colleague journeys across channels and case management.

Responsibilities:

• Facilitate business and design workshops across Contact Centre and Workflow workstreams
• Translate business requirements into high-quality user stories, epics, and backlog items
• Develop end-to-end customer and colleague journeys across voice, digital channels, and case handling
• Act as a bridge between Product Owners, Business Analysts, and technical teams
• Contribute to functional design, proof of concepts (POCs), and solution validation About You

• Strong experience with Dynamics 365 Customer Service and/or Contact Centre transformation (CCaaS)
• Proven expertise in contact centre design (IVR, routing, omnichannel) and case management / CRM workflows
• Experience facilitating workshops and translating outputs into structured requirements and user stories
• Ability to work across business, BA, and technical teams in complex environments
• Comfortable operating in fast-paced Agile delivery environments
• Minimum 5+ years’ experience in Functional Consulting / CRM / Contact Centre transformation roles About Us

FDM is an award-winning global leader in tech and business talent solutions, backed by more than 35 years of industry experience. We have centres across Europe, North America, and Asia-Pacific, and a global workforce of over 2500 employees. FDM has shown exponential growth throughout the years, firmly establishing itself as an award-winning employer, currently listed on the FTSE4Good Index and as a 2026 Financial Times UK ‘Best Employer’.

Diversity and Inclusion

FDM Group is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, national origin, age, disability, veteran status or any other status protected by federal, provincial or local laws.

Why join us

• Career coaching, mentoring and access to upskilling throughout your entire FDM career
• Assignments with global companies and opportunities to work abroad
• Opportunity to re-skill and up-skill into new areas, develop non-linear career paths and build a skillset within your field
• Annual leave and work-place pension