Project Manager/Business Analyst Dynamics at TMC

TMC; Milano; In loco; EUR 31.000 - 37.000; Tempo pieno

Vantaggi offerti da questo lavoro

Profit sharing

Learning budget €4,000 net

Welfare allowance

Descrizione del lavoro

TMC is seeking a Project Manager / Business Analyst to support Dynamics 365 projects focused on Contact Center and CRM processes. You will gather requirements, map business processes and coordinate activities with business and IT teams to ensure successful adoption of capabilities across channels.

The role requires strong analytical and communication skills, experience with CRM projects, and a willingness to travel.

Competenze

• Master’s degree in Management Engineering, Computer Science or a related field.
• 2–5 years of experience as Project Manager, Business Analyst, Functional Analyst or Consultant on CRM, Contact Center or digital transformation projects.
• Knowledge of Microsoft Dynamics 365, preferably Contact Center or CRM-related modules.
• Understanding of Contact Center processes and customer service operations, including omnichannel interactions, case management, routing, agent workflows and reporting.
• Ability to gather requirements, run workshops, map business processes and translate needs into clear functional documentation.
• Knowledge of project management methodologies such as Agile, Waterfall or hybrid approaches.
• Strong communication skills and ability to interact with business users, IT teams and project stakeholders.
• Familiarity with tools such as Microsoft Office, Teams, Azure DevOps, Jira, Confluence, Microsoft Project or similar platforms is considered a plus.
• Fluent Italian and English.
• Willingness to travel and relocate will be considered a plus.

Mansioni

• Manage and coordinate Microsoft Dynamics 365 projects related to Contact Center, Customer Service and CRM processes.
• Collect, analyze and document business requirements, translating them into user stories, functional specifications and project deliverables.
• Support process mapping and gap analysis across customer interaction flows, including voice, chat, email, routing, case management and agent productivity.
• Coordinate project timelines, milestones, risks, open points and dependencies, ensuring timely follow-up with business, technical and vendor teams.
• Contribute to testing, UAT, training and adoption activities, preparing documentation, status updates and reporting materials for stakeholders.

Conoscenze

Communication skills

Analytical thinking

Requirements gathering

Stakeholder management

Formazione

Master’s degree in Management Engineering, Computer Science or related field

Strumenti

Microsoft Dynamics 365

Azure DevOps

Jira

Confluence

Microsoft Project

Descrizione del lavoro

We are looking for a Project Manager / Business Analyst to support the delivery of Microsoft.

About The Member Company

We are a global high-tech consultancy company with a team of entrepreneurial engineers, scientists, and digital experts from around the world. Together we form a fast-growing and proud community. We offer consultancy services to high-profile clients globally in diverse service areas, such as: Technology & Engineering Energy & Renewables Life sciences & Pharma Digital & IT

About this vacancy

Dynamics 365 projects, with a focus on Contact Center processes.

In this role, you will work closely with business stakeholders, IT teams to gather requirements, coordinate project activities, support solution design and ensure the successful adoption of Dynamics 365 capabilities across customer interaction channels.

• Manage and coordinate Microsoft Dynamics 365 projects related to Contact Center, Customer Service and CRM processes.
• Collect, analyze and document business requirements, translating them into user stories, functional specifications and project deliverables.
• Support process mapping and gap analysis across customer interaction flows, including voice, chat, email, routing, case management and agent productivity.
• Coordinate project timelines, milestones, risks, open points and dependencies, ensuring timely follow-up with business, technical and vendor teams.
• Contribute to testing, UAT, training and adoption activities, preparing documentation, status updates and reporting materials for stakeholders.

What we expect from you

• Master’s degree in Management Engineering, Computer Science or a related field.
• 2–5 years of experience as Project Manager, Business Analyst, Functional Analyst or Consultant on CRM, Contact Center or digital transformation projects.
• Knowledge of Microsoft Dynamics 365, preferably Contact Center or CRM-related modules.
• Understanding of Contact Center processes and customer service operations, including omnichannel interactions, case management, routing, agent workflows and reporting.
• Ability to gather requirements, run workshops, map business processes and translate needs into clear functional documentation.
• Knowledge of project management methodologies such as Agile, Waterfall or hybrid approaches.
• Good analytical, organizational and problem-solving skills, with attention to detail and ability to manage priorities.
• Strong communication skills and ability to interact with business users, IT teams and project stakeholders.
• Familiarity with tools such as Microsoft Office, Teams, Azure DevOps, Jira, Confluence, Microsoft Project or similar platforms is considered a plus.
• Fluent Italian and English.
• Willingness to travel and relocate will be considered a plus.
• Strong motivation to embrace TMC’s Employeneurship model.

What you can expect from us

The position offers a permanent employment contract, and the base gross annual salary (Gross Annual Salary – RAL) will be no less than €34,000, in line with the National Collective Bargaining Agreement (CCNL) for Commerce – Tertiary, Distribution and Services. TMC is committed to offering a competitive compensation package.

At the end of the recruitment process, after assessing the candidate's experience, skills, and qualifications, the company may offer a final gross annual salary higher than the amount stated above.

• project profit-sharing component
• an individual annual learning and development budget of €4,000 net
• an annual welfare allowance

TMC is an international high-tech consultancy company that brings expertise to its clients in order to support them with the realization of their technological challenges. As such, TMC is operating as an expert center at the disposition of its clients and we help them to be more competitive in an ever more global and faster-changing technological world.

At TMC we believe that people are the driving force behind technological innovation. That is why we want to create the best possible conditions for tech talents to thrive in. We offer you a challenging and stimulating work environment in which you can be the director of your own career. As an Employeneur you are part of our TMC family. Next to our outstanding technical expertise, fun and engagement are meaningful parts of our culture.