Hybrid Dynamics 365 Customer Service Analyst

Cognizant; Municipio de Rincón de los Sauces; Hybrid; ARS 1,800,000 - 3,200,000; Full time

Job summary

Cognizant seeks a Dynamics 365 Business Analyst in Buenos Aires, Argentina, to translate business requirements into scalable Dynamics 365 Customer Service solutions. You will bridge business stakeholders and delivery teams across the project lifecycle, driving process improvements and agent productivity.

You will lead workshops, configure Dynamics 365, support integrations, data migration, testing, and post-go-live activities, while working in a hybrid model with 2 days in the office.

Qualifications

• Bachelor's degree or equivalent professional experience in IT, business, engineering, or related field.
• 5+ years of experience as a Business Analyst with 3+ years in Microsoft 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, routing, SLAs, entitlements, and knowledge management.
• Hands-on experience configuring Dynamics 365 forms, views, business rules, Power Automate workflows, and security roles.
• Experience in Agile environments using Azure DevOps, Jira, or similar backlog tools.
• Strong stakeholder management, communication, facilitation, and problem-solving skills.

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.

Skills

Business Analysis

Microsoft Dynamics 365

Agile Delivery

Stakeholder Management

Communication

Education

Bachelor's degree in Information Technology, Business, Engineering, or related field

Tools

Azure DevOps

Jira

Power Automate

Dynamics 365

Power Platform

Job description

Cognizant seeks a Dynamics 365 Business Analyst in Buenos Aires, Argentina, to translate business requirements into scalable Dynamics 365 Customer Service solutions. You will bridge business stakeholders and delivery teams across the project lifecycle, driving process improvements and agent productivity.

You will lead workshops, configure Dynamics 365, support integrations, data migration, testing, and post-go-live activities, while working in a hybrid model with 2 days in the office.