Senior Business Analyst - Dynamics 365 Case Management Lead

CI; Colombia; Remote; COP 90,000,000 - 140,000,000; Full time

Benefits offered by this job

Premium Healthcare

Meal voucher

Maternity and Parental leaves

Mobile services subsidy

Sick pay-Life insurance

CI&T University

Colombian Holidays

Paid Vacations

And many others

Job summary

CI&T in Colombia seeks a Senior Business Analyst to lead requirements and design for Microsoft Dynamics 365 Customer Service case management, engaging with clients and business partners to bridge business needs and technology.

You will drive end-to-end configurations, collaborate with developers, architects, and product owners, document processes, and facilitate workshops to ensure governance and continuous improvement of the CRM platform.

Qualifications

• Fluent English to engage with clients and stakeholders.
• Hands-on BA in projects using Microsoft Dynamics 365 Customer Service.
• Deep knowledge of Cases, Activities, Queues, SLAs, Entitlements, Knowledge Articles, BPM Flows.
• Experience eliciting requirements for CRM implementations.
• Ability to translate technical capabilities into business language.
• Experience with Agile delivery and sprint ceremonies.

Responsibilities

• Lead requirements gathering and analysis sessions with business partners and customer service stakeholders to define and document case management processes, from intake to resolution.
• Design and optimize case management workflows in Dynamics 365 Customer Service, including lifecycle and routing rules.
• Translate business requirements into functional specifications for case management features (SLA, entitlements, knowledge base).
• Collaborate with developers, architects, and product owners to align configurations with objectives and compliance.
• Serve as SME on case management best practices within Dynamics 365 and advise on routing and activity management.
• Document business processes, manuals, and specifications to support governance and improvement of the CRM platform.
• Participate in workshops, sprint ceremonies, and reviews to ensure alignment throughout the project.

Skills

Microsoft Dynamics 365

Case management

Requirements gathering

Agile methodologies

Stakeholder communication

Business analysis

GitHub Copilot

AI tools usage

Tools

Microsoft Dynamics 365 Customer Service

Power Platform

Job description

CI&T in Colombia seeks a Senior Business Analyst to lead requirements and design for Microsoft Dynamics 365 Customer Service case management, engaging with clients and business partners to bridge business needs and technology.

You will drive end-to-end configurations, collaborate with developers, architects, and product owners, document processes, and facilitate workshops to ensure governance and continuous improvement of the CRM platform.