CRM Business Analyst

MSC Mediterranean Shipping Company; Torino; In loco; EUR 40.000 - 60.000; Tempo pieno

Descrizione del lavoro

A leading global shipping company in Turin is looking for a Business Analyst to support the design and implementation of Dynamics 365 Customer Service solutions. The ideal candidate will have experience with Dynamics 365, agile methodologies, and a customer-centric mindset. This role offers a full-time contract along with benefits including health insurance and professional development opportunities.

Servizi

Life and health insurance

Modern workstations

Learning opportunities

Discounts within the MSC group

Competenze

• Experience managing requirements gathering processes.
• Ability to collaborate with cross-functional teams.
• Strong organizational skills and attention to detail.

Mansioni

• Manage and advise the requirements gathering process.
• Work with Solution Architects and Developers for solution designs.
• Support the Development Team with detailed specifications.

Conoscenze

Microsoft Dynamics 365 Customer Service experience

Workshop management

Agile (SCRUM) experience

User story writing

Customer-centric mindset

Certification: Dynamics 365 Customer Service Functional Consultant Associate

Exposure to the Shipping/Logistic industries

Human-centered design methodologies

Descrizione del lavoro

MSC Mediterranean Shipping Company is a global business engaged in the shipping sector. Present in 155 countries, MSC facilitates international trade between the world’s major economies and emerging markets across all continents. Headquartered in Geneva, Switzerland, since 1978 MSC is a privately-owned organisation driven by the Aponte family. Today we continue to focus on caring for customers, employees and the environment, from a one‑vessel operation to a globally respected business with an unfaltering commitment to people who are passionate, creative and willing to make a change.

MSC Technology Italy is the first division located in the national territory, complementing existing offices in Geneva, Warren (New Jersey, USA) and Chennai (India). MSC Technology embodies passion and a commitment to continuous evolution, strongly believing in equal opportunities and caring for its people—ultimately fostering a sense of family within the company. With over 3,000 employees, our Technology Department plays a pivotal role in driving business growth and elevating quality standards across our functional lines. Working within an international office and engaging in cross‑country collaboration offers the opportunity to connect with individuals boasting diverse technical skills, backgrounds, cultures and professional experiences.

In 2020 MSC Technology Italy was established as a technological division of MSC with the goal of creating a Center of Excellence to support the MSC Group’s business. Do you recognize yourself? Then come work with us and be part of MSC’s family!

Position

Business Analyst – Dynamics 365 Customer Service solution

The Business Analyst is responsible for recommending and facilitating the design, development, testing, rollout, operation and evolution of the Dynamics 365 Customer Service solution to meet the company’s strategic objectives and business requirements. The analyst contributes to the Scrum Team and provides support throughout the entire rollout life cycle to ensure that the product meets company goals, business needs and requirements.

Key Responsibilities

• Manage and advise the requirements gathering process by meeting with stakeholders to define the business and functional requirements and system goals and bring these in line with the capabilities of Microsoft Dynamics 365 and the Power Platform.
• Work with Solution Architects and Developers to outline high‑level and low‑level solution designs.
• Collaborate with the Product Owner to contribute to the Product Vision.
• Ensure requirements are documented correctly in User Stories and work with the Product Owner to get sign‑off prior to development.
• Identify and define solutions to complex business problems that will maximize the value delivered to stakeholders.
• Own the functional design of the solutions being delivered to ensure both user needs are met and the solution is in line with Dynamics 365 and Power Platform capabilities.
• Support the Development Team on a daily basis to bring all details needed by the Developers; provide specifications or descriptions of the User Stories.
• Support the release process by testing systems and functionalities before they are delivered to Key Users.
• Manage the dependencies of the Product Backlog with other products.
• Perform basic configuration tasks and execute tests.
• Be an active contributor to the development of training material, processes documentation and Gap Analysis.
• Support Key Users in testing activities, providing guidance, and listening to their enquiries.
• Post Go‑Live support to help HQ’s organization with specific business cases.

Qualifications and Experience

• Microsoft Dynamics 365 Customer Service experience including administrator level access, creating and editing views, fields, charts, entities, dashboards, workflows, processes, security roles and reports, and utilizing sandbox environments for testing.
• Workshop management and team building.
• Agile (SCRUM) experience.
• User story writing and management.
• Customer‑centric mindset.
• Certification: Dynamics 365 Customer Service Functional Consultant Associate.
• Exposure to the Shipping and/or Logistic industries (nice to have).
• HandsUTILITY on human‑centered design methodologies (e.g., LUMA) (nice to have).

The candidate should be a team player, possess excellent communication skills, be motivated and demonstrate the following skills: critical thinking, problem solving, flexibility, dependability, agility, fast learning, initiative, teamwork with remote teams, and the ability to manage changing priorities.

What We Offer

We offer a range of benefits including new learning opportunities, a comprehensive welfare system, life and health insurance, modern workstations and discounts within the MSC group. MSC Technology Italy also fosters a culture of innovation and wellbeing through Meetups, Technical and General Events such as gaming tournaments, company charity initiatives and a sustainability programme designed to benefit all employees.

Our Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, colour, religion, sex, national origin, age, disability or genetics.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Information Technology

Industries

Maritime Transportation and Maritime

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