Senior Business Analyst

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Interact directly with clients and business partners.

• Oversee the analysis and design of Customer Service solutions utilizing Microsoft Dynamics 365.

• Facilitate requirements gathering and analysis sessions with business partners and customer service stakeholders.

• Establish and document case management processes from the initial intake to resolution.

• Design and enhance Microsoft Dynamics 365 Customer Service case management workflows, encompassing lifecycle configuration, routing rules, queue management, and business process flows.

• Convert business requirements into functional specifications for SLAs, entitlements, record creation and update protocols, and knowledge base integration.

• Collaborate with developers, architects, and product owners to ensure Dynamics 365 configurations align with business objectives and compliance standards.

• Act as a subject matter expert on best practices for Dynamics 365 case management.

• Provide guidance on queue structures, case routing strategies, activity management, and Copilot-assisted case resolution features.

• Document business processes, operational manuals, and functional specifications.

• Promote standardization, governance, and continuous improvement of the CRM platform.

• Engage in and lead workshops, sprint ceremonies, and stakeholder reviews.

⛳️ Requirements

• Proficient communication in English to effectively connect with clients and business stakeholders at all levels; please submit your CV in English.

• Demonstrated hands-on experience as a Business Analyst in projects related to Microsoft Dynamics 365 Customer Service, with a significant emphasis on Case Management configuration and design.

• In-depth knowledge of core components of Dynamics 365 Customer Service: Cases, Activities, Queues, Routing Rules, Service-Level Agreements (SLAs), Entitlements, Knowledge Articles, and Business Process Flows.

• Proven experience in eliciting and documenting requirements for CRM implementations, including data models, process flows, and functional specifications.

• Capability to bridge technical and non-technical stakeholders, translating complex functionalities into clear business terminology.

• Familiarity with Agile methodologies and contribution to sprint planning, backlog refinement, and iterative delivery cycles.

• Strong analytical, documentation, and problem-solving skills, complemented by a consultative and proactive approach.

• Active engagement with AI tools such as GitHub Copilot or similar for documentation, requirements, research, analysis, and communication purposes.

• Experience in digital consulting or enterprise software implementation settings.

🏝️ Benefits

• Health and dental insurance.

• Meal and food allowance.

• Childcare assistance.

• Extended paternity leave.

• Partnership with gyms and wellness professionals via Wellhub (Gympass) TotalPass.

• Profit Sharing and Results Participation (PLR).

• Life insurance.

• Continuous learning platform (CI&T University).

• Discount club.

• Free online platform dedicated to physical, mental, and overall well-being.

• Pregnancy and responsible parenting course.

• Collaborations with online learning platforms.

• Language learning platform.

• Health and Well-being team, inclusion specialists, and affinity groups.

• Support and accommodations for individuals with disabilities during the selection process.