[Job-31996] Senior Business Analyst (Microsoft Dynamics 365 Customer Service), Colombia
At CI&T, we help large enterprises transform the potential of AI into real business impact with AI Deployment, AI-native execution, and tech-integrated business solutions.
With 30 years of experience in technological transformation, we accelerate innovation with expertise in Agentic SDLC, Application modernization, Data & AI, Martech and Business strategy.
We are 8,000 CI&Ters across more than 25 countries, collaborating to build solutions with real impact. AI is already part of how we work, evolve, and innovate every day.
Join our team in a pivotal role that combines deep CRM expertise with business acumen. As a Senior Business Analyst, you will engage directly with the client and business partners, leading the analysis and design of Customer Service solutions built on Microsoft Dynamics 365. Your mission is to bridge the gap between business needs and technology capabilities, driving the implementation of end-to-end case management solutions that improve customer service operations.
Responsibilities:
- Lead requirements gathering and analysis sessions with business partners and customer service stakeholders to define and document case management processes, from initial intake through resolution.
- Design and optimize case management workflows in Microsoft Dynamics 365 Customer Service, including case lifecycle configuration, routing rules, queue management, and business process flows.
- Translate business requirements into clear functional specifications for case management features such as SLA definitions, entitlements, record creation and update rules, and knowledge base integration.
- Collaborate with cross-functional teams — including developers, architects, and product owners — to ensure Dynamics 365 configurations align with business objectives and compliance standards.
- Serve as the subject matter expert on case management best practices within Dynamics 365, advising on queue structures, case routing strategies, activity management, and Copilot-assisted case resolution features.
- Document business processes, operational manuals, and functional specifications that support standardization, governance, and continuous improvement of the CRM platform.
- Participate in and facilitate workshops, sprint ceremonies, and stakeholder reviews, ensuring alignment throughout the project lifecycle.
Requirements:
- Fluent communication in English to engage effectively with both clients and business stakeholders at all levels. (submit your CV in English).
- Proven hands-on experience as a Business Analyst in projects involving Microsoft Dynamics 365 Customer Service, with a strong focus on Case Management configuration and design.
- Deep understanding of Dynamics 365 Customer Service core components: Cases, Activities, Queues, Routing Rules, Service-Level Agreements (SLAs), Entitlements, Knowledge Articles, and Business Process Flows.
- Experience eliciting and documenting requirements for CRM implementations, including data models, process flows, and functional specifications.
- Ability to bridge technical and non-technical stakeholders, translating complex capabilities into clear business language.
- Experience working with Agile methodologies and contributing to sprint planning, backlog refinement, and iterative delivery cycles.
- Strong analytical, documentation, and problem-solving skills, with a consultative and proactive mindset.
- Active use of AI tools (such as GitHub Copilot or similar) to accelerate day-to-day work — from drafting documentation and requirements to research, analysis, and communication. We expect candidates to already be working this way, not learning to.
- Experience in digital consulting or enterprise software implementation environments.
If you like it, just apply and good luck!
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Skills
As published by lever · 19 questions · 1 written answer
Basics
Resume/CV, Full name, Pronouns, Email, Phone, Current location, Current company, LinkedIn URL
Short answers (5)
- How comfortable do you feel working in an English-speaking environment?
- Please, confirm country and city where you are currently living
- When will you be available to start working with us? (DD/MM/AAAA)
- If the previous answer is Yes, please share the name(s) of these individuals. optional
- Confirm the name of the company where you work/ Confirme o nome da empresa em que você trabalha atualmente
Pick from a list (13)
- [EN] What is your level of confidence when communicating and collaborating in an English-speaking work environment? optional
- [ES] What is your level of confidence when communicating and collaborating in an Spanish-speaking work environment? optional
- How did you hear about our job opening? optional
- Do you have any relatives (such as parents, siblings, in-laws, spouses, or children, stepchildren, stepfather/stepmother, son-in-law/daughter-in-law), close friends, or acquaintances (with whom you have a significant and ongoing relationship) who currently work at CI&T?
- Are you legally authorized to work in Colombia?
- Do you require any type of accessibility for the selection process and/or in your daily life??
- Will you now or in the future require sponsorship for Colombia's employment visa status?
- Would you like to tell us your gender identity? We ask about gender identity to better understand and support the diverse identities of our employees and to ensure our workplace is inclusive. optional
- Are you part of the LGBTQIAP+ community? optional
- How would you self-declare? Collecting information on ethnic backgrounds allows us to ensure our diversity and inclusion efforts are effective and to address any potential disparities. optional
- To understand better your necessities or any accommodations you need for our process & interviews, we would like to know if you are a person with disabilities? optional
- If applicable, please tell us what type of disability you have: (Edit to include options:) optional
- By selecting the option below, I declare that I have read, understood, and agree to the terms of this document, and I consent to the processing of my personal data by CI&T and Lever for the purposes described herein. Read the document here: https://drive.google.com/file/d/1dMaskYl2VD1AtN9MfiHrZiA-YFYwq8aI/view optional
Written answers (1)
- What is your salary expectation? (please inform the gross amount in Colombian Pesos)