Senior Dynamics 365 CRM & Case Management Analyst

Ciandt; Colombia; Remote; COP 90.000.000 - 150.000.000; Vollzeit

Benefits dieser Stelle

Premium Healthcare

Meal Voucher

Maternity and Parental leaves

Mobile services subsidy

Sick pay-Life insurance

CI&T University

Colombian Holidays

Paid Vacations

Zusammenfassung

CI&T is seeking a Senior Business Analyst to lead the analysis and design of Customer Service solutions built on Microsoft Dynamics 365. You will bridge business needs and technology capabilities, driving end-to-end case management implementation to improve service operations.

The role requires fluent English and hands-on experience with Dynamics 365 Customer Service Case Management, supported by Agile practices and strong collaboration across teams.

Qualifikationen

• Fluent English required to engage with clients and stakeholders.
• Hands-on BA experience with Microsoft Dynamics 365 Customer Service, focusing on Case Management.
• Ability to translate business needs into clear functional specifications and workflows.
• Experience in Agile environments and collaboration during sprint ceremonies.

Aufgaben

• Lead requirements gathering and analysis sessions with business partners and customer service stakeholders to define and document case management processes.
• Design and optimize Dynamics 365 Customer Service workflows including lifecycle, routing rules, queues, and process flows.
• Translate business requirements into functional specifications for SLAs, entitlements, knowledge base integration, and rules.
• Collaborate with developers, architects, and product owners to ensure configurations align with objectives and compliance.
• Serve as SME on case management best practices within Dynamics 365, advising on routing and activity management.

Kenntnisse

English fluency

Dynamics 365 CS

Case management design

Agile methodologies

Requirements elicitation

Stakeholder alignment

AI tooling usage

Documentation

Tools

GitHub Copilot

Jobbeschreibung

CI&T is seeking a Senior Business Analyst to lead the analysis and design of Customer Service solutions built on Microsoft Dynamics 365. You will bridge business needs and technology capabilities, driving end-to-end case management implementation to improve service operations.

The role requires fluent English and hands-on experience with Dynamics 365 Customer Service Case Management, supported by Agile practices and strong collaboration across teams.