Senior Dynamics 365 Customer Service Analyst

Cognizant

Berazategui

Hybrid

ARS 92,429,000 - 138,643,000

Full time

11 days ago

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Job summary

Cognizant is seeking a Dynamics 365 Business Analyst in Buenos Aires, Argentina. You will translate business requirements into scalable Dynamics 365 Customer Service solutions and serve as a bridge between stakeholders and delivery teams.

You will lead workshops, analyze processes, configure CS capabilities, and collaborate on integrations, data migration, and testing throughout the project lifecycle. Remote work options apply across Nearshore locations.

Qualifications

Bachelor’s degree in IT, Business, Engineering, or equivalent experience.
5+ years as a Business Analyst with 3+ years in Microsoft Dynamics 365 CE.
Experience delivering at least two end-to-end Dynamics 365 Customer Service implementations.
Strong knowledge of customer service processes (case management, queues, SLAs, entitlements).
Hands-on Dynamics 365 configuration (forms, views, rules, security).

Responsibilities

Lead requirements workshops to define scalable Dynamics 365 CS solutions.
Create functional designs, user stories, acceptance criteria, and process docs.
Configure CS capabilities including case management, routing, SLAs, entitlements, knowledge.
Collaborate with integration, data migration, reporting, security, testing, deployment teams.
Drive UAT, support adoption, and develop training materials for post-go-live support.