Senior Dynamics 365 CRM Analyst – Case Management Leader

OpenKrill; United States; Remote; USD 90,000 - 140,000; Full time

Benefits offered by this job

Health and dental insurance

Meal and food allowance

Childcare assistance

Extended paternity leave

Wellhub Gympass TotalPass

Profit Sharing and Results PLR

Life insurance

CI&T University learning

Discount club

Well-being platform

Pregnancy and parenting course

Online learning partnerships

Language learning platform

Job summary

CI&T is seeking a Senior Business Analyst to lead requirements gathering and design for Microsoft Dynamics 365 Customer Service, with a focus on Case Management configuration. You will partner with clients and internal teams to translate business needs into functional specifications, define workflows, SLAs, entitlements, and knowledge base integration, and drive end-to-end CRM implementations.

We value hands-on analysts who collaborate in Agile environments and confidently use AI tools to

Qualifications

• Fluent English required to engage with clients and stakeholders.
• Proven hands-on Business Analyst experience with Microsoft Dynamics 365 Customer Service, focused on Case Management configuration and design.
• Strong understanding of Dynamics 365 core components: Cases, Activities, Queues, Routing Rules, SLAs, Entitlements, Knowledge Articles, and Business Process Flows.

Responsibilities

• Lead requirements gathering and analysis sessions with business partners and customer service stakeholders to define and document case management processes from intake to resolution.
• Design and optimize case management workflows in Dynamics 365 Customer Service, including lifecycle configuration, routing rules, and queue management.
• Translate business requirements into functional specifications for case management features (SLA definitions, entitlements, knowledge base integration).
• Collaborate with developers, architects, and product owners to ensure configurations align with objectives and standards.
• Serve as SME on case management best practices within Dynamics 365 and advise on queue structures and routing strategies.
• Document processes, manuals, and specifications to support governance and continuous improvement of the CRM platform.
• Participate in workshops, sprint ceremonies, and stakeholder reviews to maintain alignment throughout the project.

Skills

Fluent English

Agile methodologies

Business analysis

Communication

AI tooling

Tools

Microsoft Dynamics 365 Customer Service

GitHub Copilot

Job description

CI&T is seeking a Senior Business Analyst to lead requirements gathering and design for Microsoft Dynamics 365 Customer Service, with a focus on Case Management configuration. You will partner with clients and internal teams to translate business needs into functional specifications, define workflows, SLAs, entitlements, and knowledge base integration, and drive end-to-end CRM implementations.

We value hands-on analysts who collaborate in Agile environments and confidently use AI tools to