Senior Business Analyst (Microsoft Dynamics 365 Customer Service), Colombia

Ciandt; Colombia; On-site; COP 80,000,000 - 120,000,000; 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

Job summary

CI&T is seeking a Senior Business Analyst in Colombia to lead the design and deployment of Microsoft Dynamics 365 Customer Service case management solutions. You will engage with clients and business partners to bridge gaps between business needs and technology capabilities, driving end-to-end configurations and process improvements.

You will work on requirements gathering, workflow optimization, and collaboration with developers, architects, and product owners to ensure solutions meet

Qualifications

• Experience with Microsoft Dynamics 365 Customer Service.
• Strong ability to design and configure case management workflows in Dynamics 365.
• Ability to translate business needs into functional specifications.
• Familiarity with Agile delivery and sprint processes.
• Excellent communication with stakeholders and clients.

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 configuration, routing rules, queues and processes.
• Translate business requirements into functional specifications for SLAs, entitlements, and knowledge base integration.
• Collaborate with cross-functional teams to ensure configurations align with objectives and compliance standards.
• Document processes, manuals, and specifications to support governance and continuous improvement.

Skills

Microsoft Dynamics 365 CustomerService

Case management design

Requirements gathering

Agile methodologies

Business analysis

Job description

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Senior Business Analyst (Microsoft Dynamics 365 Customer Service), Colombia

Colombia Apply now

At CI&T, we help large enterprises transform the potential of AI into real business impact with AI Deployment, AI-native execution, and tech-integrated business solutions.

With 30 years of experience in technological transformation, we accelerate innovation with expertise in Agentic SDLC, Application modernization, Data & AI, Martech and Business strategy.

We are 8,000 CI&Ters across more than 25 countries, collaborating to build solutions with real impact. AI is already part of how we work, evolve, and innovate every day.

Join our team in a pivotal role that combines deep CRM expertise with business acumen. As a Senior Business Analyst, you will engage directly with the client and business partners, leading the analysis and design of Customer Service solutions built on Microsoft Dynamics 365. Your mission is to bridge the gap between business needs and technology capabilities, driving the implementation of end-to-end case management solutions that improve customer service operations.

Responsibilities:

• Lead requirements gathering and analysis sessions with business partners and customer service stakeholders to define and document case management processes, from initial intake through resolution.
• Design and optimize case management workflows in Microsoft Dynamics 365 Customer Service, including case lifecycle configuration, routing rules, queue management, and business process flows.
• Translate business requirements into clear functional specifications for case management features such as SLA definitions, entitlements, record creation and update rules, and knowledge base integration.
• Collaborate with cross-functional teams — including developers, architects, and product owners — to ensure Dynamics 365 configurations align with business objectives and compliance standards.
• Serve as the subject matter expert on case management best practices within Dynamics 365, advising on queue structures, case routing strategies, activity management, and Copilot-assisted case resolution features.
• Document business processes, operational manuals, and functional specifications that support standardization, governance, and continuous improvement of the CRM platform.
• Participate in and facilitate workshops, sprint ceremonies, and stakeholder reviews, ensuring alignment throughout the project lifecycle.

Requirements:

• Fluent communication in English to engage effectively with both clients and business stakeholders at all levels. (submit your CV in English).
• Proven hands-on experience as a Business Analyst in projects involving Microsoft Dynamics 365 Customer Service, with a strong focus on Case Management configuration and design.
• Deep understanding of Dynamics 365 Customer Service core components: Cases, Activities, Queues, Routing Rules, Service-Level Agreements (SLAs), Entitlements, Knowledge Articles, and Business Process Flows.
• Experience eliciting and documenting requirements for CRM implementations, including data models, process flows, and functional specifications.
• Ability to bridge technical and non-technical stakeholders, translating complex capabilities into clear business language.
• Experience working with Agile methodologies and contributing to sprint planning, backlog refinement, and iterative delivery cycles.
• Strong analytical, documentation, and problem-solving skills, with a consultative and proactive mindset.
• Active use of AI tools (such as GitHub Copilot or similar) to accelerate day-to-day work — from drafting documentation and requirements to research, analysis, and communication. We expect candidates to already be working this way, not learning to.
• Experience in digital consulting or enterprise software implementation environments.

If you like it, just apply and good luck!
#LI-LO1

Our benefits include:

• 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

Collaboration is our superpower, diversity unites us, and excellence is our standard. We value diverse identities and life experiences, fostering a diverse, inclusive, and safe work environment. We encourage applications from diverse and underrepresented groups to our job positions.

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