Dynamics 365 Business Analyst - Remote Customer Service

Cognizant

Buenos Aires

Hybrid

ARS 2,400,000 - 3,600,000

Full time

4 days ago

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Job summary

Cognizant is seeking a Dynamics 365 Business Analyst to translate business needs into scalable customer service solutions within Microsoft Dynamics 365. You will bridge business stakeholders and delivery teams to optimize customer service operations and agent productivity.

You will collaborate with a cross-functional team across the project lifecycle, including product owners, solution architects, developers, QA, and project managers, to deliver end-to-end Dynamics 365 Customer Service

Qualifications

Bachelor's degree in Information Technology, Business, Engineering, or related field or equivalent experience.
5+ years as a Business Analyst, with 3+ years in Dynamics 365 Customer Engagement (CRM).
Experience delivering at least two end-to-end Dynamics 365 Customer Service implementations.
Strong knowledge of customer service processes including case management, queues, SLAs, entitlements, knowledge management.

Responsibilities

Lead requirements gathering workshops and discovery sessions to understand business needs and define scalable Dynamics 365 Customer Service solutions.
Analyze business processes, perform fit-gap assessments, and create functional designs, user stories, acceptance criteria, and process documentation.
Configure and support Dynamics 365 Customer Service capabilities, including case management, routing, queues, SLAs, entitlements, knowledge management, and agent productivity tools.
Collaborate with technical teams on integrations, data migration, reporting, security design, testing, deployment, and release readiness activities.
Drive user acceptance testing (UAT), support stakeholder adoption, develop training materials, and provide post-go-live support to ensure successful business outcomes.