Senior Business Analyst (Microsoft Dynamics 365)

Location: Remote from Brazil

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 with business partners and customer service stakeholders.
• Design and optimize Microsoft Dynamics 365 Customer Service case management workflows, including lifecycle configuration, routing rules, queues, and business process flows.
• Translate business requirements 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 practices, including queue structures, routing strategies, activity management, and Copilot-assisted resolution.
• Document processes and facilitate workshops, sprint ceremonies, and stakeholder reviews.

Requirements

• Fluent English for client and stakeholder communication; 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 with Agile delivery, sprint planning, backlog refinement, and iterative delivery.
• Experience in digital consulting or enterprise software implementation, with strong analytical, documentation, and problem-solving skills.

Culture & Benefits

• Remote home-office work from Brazil.
• AI tools such as GitHub Copilot are used in day-to-day documentation, requirements, research, analysis, and communication.
• Benefits are provided as part of the Brazil employment package.

Hiring process

• Applicants may be asked to present an assessment during the selection process.
• Support is available for obtaining the assessment if needed.