Senior Business Analyst - Microsoft Dynamics Customer Service

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.

#LI-AM5