Senior Dynamics 365 CRM Business Analyst — Colombia

CI&T; United States; À distance; USD 95 000 - 125 000; Plein temps

Avantages offerts par ce poste

Premium Healthcare

Meal voucher

Maternity and Parental leaves

Mobile services subsidy

Sick pay-Life insurance

CI&T University

Colombian Holidays

Paid Vacations

Résumé du poste

CI&T 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 with technology, driving end-to-end case management implementations.

You will collaborate with cross-functional teams, document requirements, and apply Agile practices to deliver value while leveraging AI tools to accelerate documentation and analysis.

Qualifications

• Fluent English to engage with clients and stakeholders.
• Hands-on Experience as a Business Analyst in Dynamics 365 Customer Service.
• Deep knowledge of Cases, Activities, Queues, Routing Rules, SLAs, Entitlements, Knowledge Articles, and BPFs.
• Experience eliciting and documenting CRM requirements and specifications.
• Ability to bridge technical and non-technical stakeholders.
• Experience with Agile methodologies and iterative delivery.

Responsabilités

• Lead requirements gathering sessions with business partners and stakeholders to document case management processes.
• Design and optimize case management workflows in Dynamics 365 Customer Service.
• Translate requirements into functional specs for SLA, entitlements, and knowledge integration.
• Collaborate with developers, architects, and product owners to align configurations with objectives.
• Advise on best practices for queue structures, routing, activity management, and Copilot-assisted resolution.
• Document processes, manuals, and specifications for governance and continuous improvement.
• Facilitate workshops, sprint ceremonies, and stakeholder reviews.

Connaissances

English fluency

Business analysis

Requirements gathering

Agile experience

Stakeholder management

CRM domain knowledge

AI tools experience

Outils

Microsoft Dynamics 365

Copilot

Description du poste

CI&T 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 with technology, driving end-to-end case management implementations.

You will collaborate with cross-functional teams, document requirements, and apply Agile practices to deliver value while leveraging AI tools to accelerate documentation and analysis.