CRM Business Analyst

About MSC

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 among 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.

MSC Technology Italy is the first division located in the national territory, complementing existing offices in Geneva (the Group’s headquarters), 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.

Job Title

CRM Business Analyst – MSC Mediterranean Shipping Company

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 provide 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 in the development of training material, process documentation and gap analysis.
• Support the 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, utilizing sandbox environments for testing.
• Workshop management and team building.
• User story writing and management.
• Exposure to the shipping and/or logistic industries (nice to have).
• Hands‑on experience in human‑centered design methodologies (e.g., LUMA) (nice to have).
• Team player, excellent communication skills, motivated, and demonstrate critical thinking, problem solving, flexibility, dependability, agility, fast learning, initiative, 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, a modern workstation and discounts within the MSC group. MSC Technology Italy also fosters a culture of innovation and wellbeing with initiatives such as meetups, technical and general events, gaming tournaments, company charity initiatives and a sustainability program designed to benefit all employees.

EEO Statement

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