Senior Business Analyst (Microsoft Dynamics 365)

Location: Colombia; remote home-office position

Company

CI&T delivers AI-enabled business transformation, application modernization, data and AI, marketing technology, 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 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 best practices, including queue structures, routing strategies, activity management, and Copilot-assisted resolution.
• Document processes and functional specifications, and facilitate workshops, sprint ceremonies, and stakeholder reviews.

Requirements

• Fluent English communication is required; submit the CV in English.
• Hands-on Business Analyst experience with Microsoft Dynamics 365 Customer Service, especially 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 methodologies, sprint planning, backlog refinement, and iterative delivery.
• Experience in digital consulting or enterprise software implementation, with strong analytical, documentation, and problem-solving skills.

Nice to have

• Active use of AI tools such as GitHub Copilot for documentation, requirements, research, analysis, and communication.
• Experience acting as a consultative bridge between technical and non-technical stakeholders.

Culture & Benefits

• Remote home-office work from Colombia.
• Collaboration with colleagues across more than 25 countries.
• Work on enterprise technology transformation and AI-enabled solutions.