6 дней назад
Senior Business Analyst (Microsoft Dynamics 365)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Senior Business Analyst (Microsoft Dynamics 365): Designing and optimizing Customer Service case management solutions, including workflows, routing, queues, SLAs, entitlements, and knowledge base integration, with an accent on translating business requirements into functional specifications. Focus on configuring Dynamics 365 case lifecycles, aligning developers and stakeholders, and improving enterprise CRM operations with AI-assisted delivery.
Location: Brazil; remote
Company
CI&T is a technology transformation company delivering AI deployment, application modernization, data and AI, martech, and business strategy solutions for large enterprises.
What you will do
- Lead requirements gathering and analysis sessions with business partners and customer service stakeholders.
- Design and optimize case management workflows in Microsoft Dynamics 365 Customer Service, including case lifecycles, routing rules, queues, and business process flows.
- Translate business needs into functional specifications covering SLAs, entitlements, record rules, and knowledge base integration.
- Collaborate with developers, architects, and product owners to align configurations with business objectives and compliance standards.
- Advise on Dynamics 365 case management best practices, including queue structures, routing strategies, activity management, and Copilot-assisted resolution.
- Document processes and specifications and facilitate workshops, sprint ceremonies, and stakeholder reviews.
Requirements
- Fluent English communication is required; the CV must be submitted in English.
- Hands-on Business Analyst experience with Microsoft Dynamics 365 Customer Service and case management configuration and design.
- Strong knowledge of Cases, Activities, Queues, Routing Rules, SLAs, Entitlements, Knowledge Articles, and Business Process Flows.
- Experience eliciting and documenting CRM requirements, data models, process flows, and functional specifications.
- Experience working with Agile methodologies, sprint planning, backlog refinement, and iterative delivery.
- Strong analytical, documentation, problem-solving, stakeholder management, and consultative skills, plus active use of AI tools such as GitHub Copilot.
Nice to have
- Experience in digital consulting or enterprise software implementation environments.
Culture & Benefits
- Remote home-office work arrangement.
- Collaboration across a global organization of more than 8,000 professionals in over 25 countries.
- Benefits are provided according to CI&T's Brazil program.
Hiring process
- Applicants may be asked to present an assessment during the selection process.
- Support is available for obtaining the assessment if needed.
Будьте осторожны: если работодатель просит войти в их систему, используя iCloud/Google, прислать код/пароль, запустить код/ПО, не делайте этого - это мошенники. Обязательно жмите "Пожаловаться" или пишите в поддержку. Подробнее в гайде →