Hybrid Dynamics 365 Customer Service Business Analyst

Sandvik AB; United States; Hybrid; USD 90,000 - 150,000; Full time

Benefits offered by this job

Hybrid work model

Career growth opportunities

Job summary

Sandvik AB is seeking a product‑focused business analyst to join our Dynamics 365 Customer Service team. You will combine business analysis with hands-on exploration of Dynamics 365 capabilities, data and AI, helping shape what to develop next for our service teams across email, chat and voice.

You will work with users and stakeholders to translate needs into clear requirements, create reports, and support testing, adoption and documentation in an agile cross‑functional setting.

Qualifications

• Experience in business analysis and translating business needs into clear requirements.
• Ability to query data and create reports.
• Excellent English communication.
• Hands-on experience with Dynamics 365 Customer Service and AI capabilities.
• Experience in agile cross-functional teams.

Responsibilities

• Understand needs and processes across divisions.
• Explore Dynamics 365 capabilities and test AI agents.
• Query data and build reports to understand usage and improvements.
• Support prioritization by assessing value, effort and risk.
• Translate findings into user stories and acceptance criteria.
• Support testing, adoption, training material and documentation.

Skills

Business analysis

Requirement gathering

Data querying

Report creation

English proficiency

Education

University degree in IT or related field

Tools

Dynamics 365 Customer Service

AI agents

Job description

Sandvik AB is seeking a product‑focused business analyst to join our Dynamics 365 Customer Service team. You will combine business analysis with hands-on exploration of Dynamics 365 capabilities, data and AI, helping shape what to develop next for our service teams across email, chat and voice.

You will work with users and stakeholders to translate needs into clear requirements, create reports, and support testing, adoption and documentation in an agile cross‑functional setting.