Senior Dynamics 365 Case Management Specialist

Ciandt; 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 in Colombia seeks a Senior Business Analyst to bridge business needs with Microsoft Dynamics 365 Customer Service capabilities, focusing on end-to-end case management.

You will lead requirements sessions, design workflows, and ensure configurations align with objectives, compliance, and AI-enabled tooling. The role emphasizes collaboration, agile delivery, and impactful service improvements for enterprise clients.

Formación

• Experience as a Business Analyst on Microsoft Dynamics 365 Customer Service projects, with emphasis on Case Management configuration and design.
• Ability to translate business needs into clear requirements and functional specs for CRM deployments.
• Strong communication skills to bridge technical and non-technical stakeholders and work in Agile delivery environments.

Responsabilidades

• Lead requirements gathering 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 and queues.
• Translate business requirements into functional specifications for SLA definitions, entitlements, records, and knowledge base integration.
• Collaborate with developers, architects, and product owners to ensure configurations align with business objectives and compliance.
• Act as the subject matter expert on case management best practices within Dynamics 365, advising on queue structures and routing strategies.
• Document business processes, manuals, and specifications to support governance and continuous improvement of the CRM platform.
• Participate in workshops, sprint ceremonies, and stakeholder reviews to ensure project alignment.

Conocimientos

English communication

Stakeholder engagement

Agile methodologies

Analytical skills

Herramientas

Microsoft Dynamics 365 Customer Service

GitHub Copilot

Descripción del empleo

CI&T in Colombia seeks a Senior Business Analyst to bridge business needs with Microsoft Dynamics 365 Customer Service capabilities, focusing on end-to-end case management.

You will lead requirements sessions, design workflows, and ensure configurations align with objectives, compliance, and AI-enabled tooling. The role emphasizes collaboration, agile delivery, and impactful service improvements for enterprise clients.