Digital Business Analyst (Global Sales & Service)
HARMAN International, Los Angeles, CA, United States
About The Role
The Digital Business Analyst – Sales & Service plays a critical role in enabling digital transformation across Sales, Customer Service, and After‑Sales functions. This role partners with business stakeholders and IT teams to define, analyze, and deliver scalable digital solutions with a strong focus on Microsoft Dynamics CRM (Dynamics 365) and Enterprise Portals (B2B/B2C). The role acts as a bridge between business and technology, ensuring requirements are clearly defined, solutions are aligned to business outcomes, and delivered capabilities drive adoption, efficiency, and customer experience improvements.
What You Will Do Business Analysis & Requirements Management
Lead end‑to‑end requirements gathering for Sales and Service initiatives, including CRM and portal capabilities
Document business case and value realization, clear & high‑quality business requirements, functional specifications, user stories, and acceptance criteria
Analyze current‑state processes, identify gaps, and define future‑state solutions aligned with global standards
Microsoft Dynamics CRM (Dynamics 365)
Work closely with CRM product owners, architects, and developers to define Dynamics 365 solutions for Sales and Customer Service
Translate business needs into CRM configurations, workflows, security roles, and data requirements
Support CRM enhancements, releases, UAT, and post‑deployment validation
Enterprise Portals (B2B / B2C)
Gather and define requirements for enterprise portals such as Dealer, Partner, or Customer portals
Ensure seamless integration between portals and Microsoft Dynamics CRM
Collaborate with UX, development, and integration teams to deliver intuitive, scalable portal experiences
Stakeholder & Cross‑Functional Collaboration
Partner with Sales, Customer Service, Operations, and regional business teams to ensure alignment
Facilitate workshops, design sessions, and stakeholder reviews
Act as the primary liaison between business users and IT delivery teams
Delivery Support & Governance
Ensure solutions meet business objectives, quality standards, and compliance requirements
Support Agile / hybrid delivery models through backlog grooming, sprint planning, demos and prioritization
Participate in UAT planning, execution, and defect triage
On‑time delivery of CRM and portal capabilities
Monitor and analyze post‑implement benefits realization
Change Management & Adoption
Support change management activities including training, documentation, and user communications
Drive adoption by ensuring solutions are intuitive, well‑documented, and aligned to user workflows
Achieve high stakeholder satisfaction and user adoption
What You Need Education & Experience
Bachelor’s degree in business, Information Systems, or related field
5+ years of experience as a Business Analyst supporting Sales and/or Service domains
Hands‑on experience with Microsoft Dynamics CRM / Dynamics 365 in an enterprise environment
Experience working on Enterprise Portals (Dealer, Partner, Customer, or Self‑Service portals)
Functional & Technical Skills
Strong understanding of Sales, Customer Service, and After‑Sales business processes
Experience with CRM entities, workflows, security roles, and data models
Familiarity with portal integrations, APIs, and middleware concepts
Experience working with Agile delivery teams and tools (e.g., Jira, Azure DevOps)
Soft Skills
Excellent stakeholder management and communication skills
Strong analytical, documentation, and problem‑solving abilities
Ability to work across global teams and manage competing priorities
Nice to Have
Strong experience using databases and Microsoft Office including Excel and PowerPoint and Jira
Strong root cause analysis, troubleshooting, analytical and presentation skills
Experience with Microsoft Power Platform (Power Apps, Power Automate, Dataverse)
Exposure to CRM or portal cloud migration initiatives
Experience in B2B or B2C customer engagement platforms
Knowledge of UX / journey mapping and customer experience design
Strong time management skills, ability to meet deadlines in a fast‑paced environment
Eligibility
Willingness to work in an office in Northridge, California
Willingness to travel 5% of the time
Willingness to work across multiple time zones when needed
Must possess excellent communication skills
Must demonstrate effective listening skills
Successfully complete a background investigation and drug screen as a condition of employment
Pay $84,750 - $124,300. Dependent on the position offered, other forms of compensation such as bonuses or commission may be available.
Benefits
Flexible work schedule encouraging work‑life integration
Inclusive and diverse workplace fostering career development
Collaboration opportunities with talented teams worldwide
Extensive training through HARMAN University
On‑site wellness, volunteer, and women’s network resources
Professional development through business and leadership academies
Tuition reimbursement and employee discounts on Harman products
Access to HARMAN Campus Fitness Center and Cafeteria
Paid vacation, holidays, sick leave, volunteer leave, bonding and caregiver leave
Comprehensive medical, dental, vision, fertility support, and adoption assistance
Health Savings, Flexible Spending, retirement plan with employer match
Short and long term disability coverage, and life insurance
Equal Opportunity Statement HARMAN is proud to be an Equal Opportunity employer. HARMAN strives to hire the best qualified candidates and is committed to building a workforce representative of the diverse marketplaces and communities of our global colleagues and customers. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. HARMAN attracts, hires, and develops employees based on merit, qualifications, and job‑related performance.
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What You Will Do Business Analysis & Requirements Management
Lead end‑to‑end requirements gathering for Sales and Service initiatives, including CRM and portal capabilities
Document business case and value realization, clear & high‑quality business requirements, functional specifications, user stories, and acceptance criteria
Analyze current‑state processes, identify gaps, and define future‑state solutions aligned with global standards
Microsoft Dynamics CRM (Dynamics 365)
Work closely with CRM product owners, architects, and developers to define Dynamics 365 solutions for Sales and Customer Service
Translate business needs into CRM configurations, workflows, security roles, and data requirements
Support CRM enhancements, releases, UAT, and post‑deployment validation
Enterprise Portals (B2B / B2C)
Gather and define requirements for enterprise portals such as Dealer, Partner, or Customer portals
Ensure seamless integration between portals and Microsoft Dynamics CRM
Collaborate with UX, development, and integration teams to deliver intuitive, scalable portal experiences
Stakeholder & Cross‑Functional Collaboration
Partner with Sales, Customer Service, Operations, and regional business teams to ensure alignment
Facilitate workshops, design sessions, and stakeholder reviews
Act as the primary liaison between business users and IT delivery teams
Delivery Support & Governance
Ensure solutions meet business objectives, quality standards, and compliance requirements
Support Agile / hybrid delivery models through backlog grooming, sprint planning, demos and prioritization
Participate in UAT planning, execution, and defect triage
On‑time delivery of CRM and portal capabilities
Monitor and analyze post‑implement benefits realization
Change Management & Adoption
Support change management activities including training, documentation, and user communications
Drive adoption by ensuring solutions are intuitive, well‑documented, and aligned to user workflows
Achieve high stakeholder satisfaction and user adoption
What You Need Education & Experience
Bachelor’s degree in business, Information Systems, or related field
5+ years of experience as a Business Analyst supporting Sales and/or Service domains
Hands‑on experience with Microsoft Dynamics CRM / Dynamics 365 in an enterprise environment
Experience working on Enterprise Portals (Dealer, Partner, Customer, or Self‑Service portals)
Functional & Technical Skills
Strong understanding of Sales, Customer Service, and After‑Sales business processes
Experience with CRM entities, workflows, security roles, and data models
Familiarity with portal integrations, APIs, and middleware concepts
Experience working with Agile delivery teams and tools (e.g., Jira, Azure DevOps)
Soft Skills
Excellent stakeholder management and communication skills
Strong analytical, documentation, and problem‑solving abilities
Ability to work across global teams and manage competing priorities
Nice to Have
Strong experience using databases and Microsoft Office including Excel and PowerPoint and Jira
Strong root cause analysis, troubleshooting, analytical and presentation skills
Experience with Microsoft Power Platform (Power Apps, Power Automate, Dataverse)
Exposure to CRM or portal cloud migration initiatives
Experience in B2B or B2C customer engagement platforms
Knowledge of UX / journey mapping and customer experience design
Strong time management skills, ability to meet deadlines in a fast‑paced environment
Eligibility
Willingness to work in an office in Northridge, California
Willingness to travel 5% of the time
Willingness to work across multiple time zones when needed
Must possess excellent communication skills
Must demonstrate effective listening skills
Successfully complete a background investigation and drug screen as a condition of employment
Pay $84,750 - $124,300. Dependent on the position offered, other forms of compensation such as bonuses or commission may be available.
Benefits
Flexible work schedule encouraging work‑life integration
Inclusive and diverse workplace fostering career development
Collaboration opportunities with talented teams worldwide
Extensive training through HARMAN University
On‑site wellness, volunteer, and women’s network resources
Professional development through business and leadership academies
Tuition reimbursement and employee discounts on Harman products
Access to HARMAN Campus Fitness Center and Cafeteria
Paid vacation, holidays, sick leave, volunteer leave, bonding and caregiver leave
Comprehensive medical, dental, vision, fertility support, and adoption assistance
Health Savings, Flexible Spending, retirement plan with employer match
Short and long term disability coverage, and life insurance
Equal Opportunity Statement HARMAN is proud to be an Equal Opportunity employer. HARMAN strives to hire the best qualified candidates and is committed to building a workforce representative of the diverse marketplaces and communities of our global colleagues and customers. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. HARMAN attracts, hires, and develops employees based on merit, qualifications, and job‑related performance.
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