Emmanuel Femi

A D365 CE Senior Business Analyst and Functional Consultant with 12+ years of IT and digital transformation experience, specialising in Microsoft Dynamics 365 CE implementations across public and private sector organisations. Proven expertise in leading discovery, business process mapping (BPMN), Agile delivery, functional design, and stakeholder engagement for large-scale CRM and Power Platform programmes. Highly experienced in Dynamics 365 CE — Sales, Customer Service, Field Service, Marketing, Customer Insights, and Customer Voice — with strong hands-on capability in solution configuration, fit-gap analysis, backlog refinement, and user adoption.

Trusted advisor to senior stakeholders with a strong track record of leading Agile teams, supporting RFP/RFI responses, estimating CRM initiatives, and ensuring successful delivery of complex D365 programmes. Adept at bridging business and technical teams to deliver scalable, secure, and value-driven solutions. Holds a PhD in Requirement Elicitation and Stakeholder Management.

Senior D365 CE Business Analyst / Functional Consultant - Hebronx Consulting Ltd.

(2023-06)

Operating as Lead Business Analyst across multiple concurrent Dynamics 365 CE programmes, including a large-scale public sector Sales transformation and a housing association Field Service / Case Management implementation. Responsible for end-to-end business analysis, functional design assurance, and stakeholder alignment across full Agile delivery lifecycles.

• Led end-to-end business analysis and functional discovery for Dynamics 365 CE Sales implementation, shaping sales transformation outcomes from strategic vision through to delivery
• Facilitated senior stakeholder workshops to define current and future-state sales processes, key success measures, and expected business value
• Translated complex sales and commercial requirements into clearly prioritised D365 user stories, acceptance criteria, and functional specifications
• Performed detailed fit-gap analysis against Dynamics 365 Sales capabilities, guiding configuration-first solutions and minimising unnecessary customisation
• Acted as the primary bridge between business stakeholders, functional consultants, architects, and developers — ensuring shared understanding of requirements and solution intent throughout
• Led product backlog creation, refinement, and prioritisation within the Agile delivery framework, aligning features to business value and sprint milestones
• Provided functional consulting input into D365 Sales process automation, data models, security roles, and Power BI reporting requirements
• Maintained end-to-end traceability of requirements in Azure DevOps from discovery through build, test, and deployment
• Defined and supported UAT strategies and scenarios, working closely with sales users to validate D365 solutions and drive adoption
• Contributed to change impact assessments, training needs analysis, and go-live readiness planning for successful D365 Sales capability adoption
• Mentored Business Analysts and drove BA capability uplift, promoting consistent standards and high-quality analysis artefacts across the delivery team
• Contributed to RFP/RFI responses and delivery estimates, providing D365 Sales domain and functional expertise to support commercial decisions
• Facilitated cross-functional discovery sessions to assess and articulate the viability of Dynamics 365 Field Service across the entire business
• Analysed and documented As-Is processes using BPMN, workflows, and legacy systems to establish a clear baseline ahead of D365 migration
• Designed and facilitated To-Be process workshops, mapping the future operational state within D365 Field Service aligned to the Microsoft migration roadmap
• Defined epics, user stories, and acceptance criteria using Behaviour Driven Development (BDD) for D365 Field Service implementation
• Created wireframes for UI/UX designs for the customer portal application, collaborating with designers and the Product Owner
• Provided end-to-end user journey documentation for the repairs and maintenance workstream
• Collaborated with D365 Functional and Technical Consultants to configure and validate Field Service solutions against agreed business requirements
• Championed the end-to-end demonstration of the Void Works-to-Scheduling-and-Resource-Booking workflow in the D365 Field Service app, securing stakeholder sign-off
• Supported business teams through FAT, SIT, and UAT, providing guidance and troubleshooting throughout testing and go-live phases
• Configured out-of-the-box D365 features to accelerate delivery, freeing technical consultants to focus on complex customisations
• Managed backlog, story points, MoSCoW prioritisation, and sprint collaboration using Azure DevOps
• Led As-Is discovery sessions using BPMN to capture current working processes across customer service and repairs teams
• Developed To-Be process maps for D365 case management across the customer service and repairs functions, incorporating full customer journey mapping
• Facilitated workshops to develop business requirements, created proof-of-concept demonstrations, and assisted in drafting Statements of Work with effort and cost estimates
• Managed and prioritised the D365 product backlog, leading grooming sessions and retrospectives to maintain delivery momentum
• Configured D365 Customer Service components including automated customer satisfaction survey triggers (Customer Voice) on case resolution and closure
• Partnered with the digital team to implement D365 omni-channel functionality for the customer service team, resulting in faster case logging and improved resolution times
• Developed end-to-end test plans and scripts for the D365 Customer Service application, ensuring solution quality ahead of deployment
• Provided expert input on Microsoft Dynamics 365 capabilities, functions, and platform features throughout the engagement

Business Analyst – E-Commerce Platform Migration - Wickes IT Retail

(2023-01 - 2023-06)

Delivered technical requirements for migration of Citrix applications to AWS and led the delivery of a new inter-branch transfer (IBT) web application. Experience in data migration analysis, integration requirements, and EUC access requirements directly transferable to D365 data migration and integration workstreams.

• Facilitated workshops to capture As-Is and To-Be processes across legacy applications, identifying integration and data requirements
• Led delivery of the new IBT web application, defining UI journeys and user stories for front-end and back-end data transfer
• Captured and analysed data migration requirements from legacy systems to new applications, including EUC access requirements

PhD - Requirement Elicitation and Stakeholder Management