Senior Business Analyst (Microsoft Dynamics 365)

Location: Colombia; remote

Company

CI&T delivers 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 lifecycle configuration, routing rules, queues, and business process flows.
• Translate business requirements into functional specifications covering SLAs, entitlements, record creation and updates, and knowledge base integration.
• Collaborate with developers, architects, and product owners to align configurations with business objectives and compliance standards.
• Advise on case management best practices, queue structures, routing strategies, activity management, and Copilot-assisted case resolution.
• Document business processes and facilitate workshops, sprint ceremonies, and stakeholder reviews.

Requirements

• Fluent English communication is required; submit the CV in English.
• Hands-on experience as a Business Analyst on Microsoft Dynamics 365 Customer Service projects, focused on 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, including sprint planning, backlog refinement, and iterative delivery.
• Active use of AI tools such as GitHub Copilot for documentation, requirements, research, analysis, and communication.

Nice to have

• Experience in digital consulting or enterprise software implementation environments.

Culture & Benefits

• Remote work arrangement for the Colombia-based role.
• Collaboration across a global organization of more than 8,000 employees in over 25 countries.
• AI is integrated into daily ways of working and innovation.