Senior Dynamics 365 CS Case Management Lead

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

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