Senior Business Analyst

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

📋 Description

• Directly engage with clients and business partners to spearhead the analysis and design of Customer Service solutions utilizing Microsoft Dynamics 365.

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

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

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

• Convert business requirements into functional specifications for SLA definitions, 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 goals and compliance standards.

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

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

• Document business processes, operational manuals, and functional specifications to support standardization, governance, and ongoing CRM platform improvements.

• Participate in and lead workshops, sprint ceremonies, and stakeholder reviews throughout the project lifecycle.

⛳️ Requirements

• Proficient communication skills in English; please submit your CV in English.

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

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

• Capability to connect technical and non-technical stakeholders, translating complex features into understandable business language.

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

• Strong analytical, documentation, and problem-solving skills, coupled with a consultative and proactive approach.

• Regular use of AI tools such as GitHub Copilot or similar for documentation, requirements gathering, research, analysis, and communication; candidates should already be integrating these tools into their workflow.

• Experience in digital consulting or enterprise software implementation settings.

🏝️ Benefits

• Health and dental insurance.

• Meal and food allowances.

• Childcare support.

• Extended paternity leave.

• Partnerships with gyms and health and wellness professionals through Wellhub (Gympass) TotalPass.

• Profit Sharing and Results Participation (PLR).

• Life insurance coverage.

• Access to a continuous learning platform (CI&T University).

• Membership in a discount club.

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

• Courses on pregnancy and responsible parenting.

• Collaborations with online learning platforms.

• Language learning services.

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

• Support and accommodations for individuals with disabilities.