Lead Dynamics 365 Case Management Senior BA

Lever, Inc.; Colombia; A distancia; COP 120.000.000 - 180.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Premium Healthcare

Meal voucher

Maternity and Parental leaves

Mobile services subsidy

Sick pay-Life insurance

CI&T University

Colombian Holidays

Paid Vacations

Descripción de la vacante

CI&T is seeking a Senior Business Analyst to lead the analysis and design of CRM solutions on Microsoft Dynamics 365 Customer Service. You will bridge business needs with technology, guiding end-to-end case management implementations and collaborating with cross-functional teams to align configurations with client objectives.

The role emphasizes fluent English communication, hands-on Dynamics 365 experience, and active use of AI tools to accelerate documentation and analysis.

Formación

• Fluent English to engage with clients and stakeholders.
• Hands-on BA experience with Microsoft Dynamics 365 Customer Service.
• Strong focus on case management configuration and design.
• Experience eliciting and documenting CRM requirements and data models.
• Able to bridge technical and business stakeholders.
• Familiar with Agile methodologies and sprint ceremonies.
• Active use of AI tools (GitHub Copilot or equivalent).

Responsabilidades

• Lead requirements gathering with business partners and service stakeholders; define and document case management processes from intake to resolution.
• Design and optimize Dynamics 365 case management workflows, routing rules, queues, and BPFs.
• Translate business needs into functional specs for SLAs, entitlements, records, and knowledge integration.
• Collaborate with developers, architects, product owners to align configurations with business goals and compliance.
• Advise on best practices for case management within Dynamics 365; queue structures, routing, activity management, Copilot features.
• Document processes, manuals, and specs to support governance and continuous CRM improvements.
• Facilitate workshops, sprint ceremonies, and stakeholder reviews throughout the project lifecycle.

Conocimientos

English fluency

Dynamics 365 CS

Case management

Requirements gathering

Agile

Stakeholder communication

Copilot/AI tools

Herramientas

GitHub Copilot

Descripción del empleo

CI&T is seeking a Senior Business Analyst to lead the analysis and design of CRM solutions on Microsoft Dynamics 365 Customer Service. You will bridge business needs with technology, guiding end-to-end case management implementations and collaborating with cross-functional teams to align configurations with client objectives.

The role emphasizes fluent English communication, hands-on Dynamics 365 experience, and active use of AI tools to accelerate documentation and analysis.