Senior Dynamics 365 Case Management Lead

OpenKrill; United States; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health and dental insurance

Meal and food allowance

Life insurance

Continuous learning platform (CI&T Uni

Wellhub partnerships

Profit Sharing

Job summary

CI&T in the United States is seeking a Senior Business Analyst to lead the analysis and design of Customer Service solutions built on Microsoft Dynamics 365. You will bridge business needs and technology, driving end-to-end case management implementations and working directly with clients and partners.

You will gather requirements, design workflows, configure SLA definitions, routing, queues, and knowledge integration, collaborate with developers and product owners, and promote best practices.

Qualifications

• Hands-on experience with Dynamics 365 Customer Service and Case Management configuration and design.
• Ability to elicit and document requirements for CRM implementations, data models, and process flows.
• Strong communication skills to bridge technical and business stakeholders.

Responsibilities

• Lead requirements gathering and analysis sessions with business partners and customer service stakeholders to define and document case management processes.
• Design and optimize case management workflows in Dynamics 365 Customer Service, including lifecycle configuration and routing.
• Translate business requirements into functional specifications for SLAs, entitlements, knowledge base integration, and rules.
• Collaborate with developers, architects, and product owners to ensure configurations align with objectives and compliance.
• Serve as SME on case management best practices within Dynamics 365 and advise on queues, routing, and activity management.
• Document processes, manuals, and specifications to support governance and continuous improvement.
• Facilitate workshops, sprint ceremonies, and stakeholder reviews throughout the project lifecycle.

Skills

Dynamics 365 Customer Service

Case Management design

Requirements Elicitation

Agile methodologies

Stakeholder communication

AI tools (Copilot)

Tools

GitHub Copilot

Job description

CI&T in the United States is seeking a Senior Business Analyst to lead the analysis and design of Customer Service solutions built on Microsoft Dynamics 365. You will bridge business needs and technology, driving end-to-end case management implementations and working directly with clients and partners.

You will gather requirements, design workflows, configure SLA definitions, routing, queues, and knowledge integration, collaborate with developers and product owners, and promote best practices.