Senior Dynamics 365 Case Management Specialist

Ciandt; United States; Remote; BRL 180,000 - 300,000; Full time

Benefits offered by this job

Health insurance

Meal allowance

Childcare assistance

Paternity leave

Wellhub benefits

Job summary

CI&T is hiring a Senior Business Analyst to lead requirements and design for Microsoft Dynamics 365 Customer Service case management. You will bridge business needs with technology, driving end-to-end configurations and governance to improve client service operations.

You will collaborate with cross-functional teams, define processes, and ensure alignment with compliance and project milestones. English fluency is essential for client interaction.

Qualifications

• Proven BA with Dynamics 365 Customer Service focus.
• Experience documenting case management configurations and workflows.
• Strong stakeholder engagement and requirement elicitation skills.
• Background in CRM implementations and data models for service processes.
• Ability to translate business needs into actionable functional specs.

Responsibilities

• Lead requirements sessions with business partners to map case management processes from intake to resolution.
• Design and optimize case workflows in Dynamics 365 Customer Service, including SLAs and routing rules.
• Draft clear functional specifications for case management features and integrations.
• Collaborate with developers, architects, and product owners to align configurations with business goals.
• Advise on best practices for queue structures, routing, and activity management in Dynamics 365.
• Document and maintain business processes and governance for CRM platform.

Skills

Dynamics 365

Case management

Agile

Requirements gathering

Stakeholder management

English communication

AI tools usage

Tools

Microsoft Dynamics 365 Customer Service

GitHub Copilot

Job description

CI&T is hiring a Senior Business Analyst to lead requirements and design for Microsoft Dynamics 365 Customer Service case management. You will bridge business needs with technology, driving end-to-end configurations and governance to improve client service operations.

You will collaborate with cross-functional teams, define processes, and ensure alignment with compliance and project milestones. English fluency is essential for client interaction.