Senior Business Analyst

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

📋 Description

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

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

• Design and enhance Microsoft Dynamics 365 Customer Service case management workflows.

• Configure case lifecycles, routing rules, queue management, and business process flows.

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

• Work collaboratively with developers, architects, and product owners to ensure Dynamics 365 configurations meet business goals and compliance standards.

• Act as the 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.

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

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

⛳️ Requirements

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

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

• In-depth knowledge of Dynamics 365 Customer Service, including 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, encompassing data models, process flows, and functional specifications.

• Capability to connect technical and non-technical stakeholders and translate complex functionalities into straightforward business language.

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

• Strong analytical, documentation, and problem-solving abilities.

• Active utilization of AI tools such as GitHub Copilot or similar in daily tasks.

• Background in digital consulting or enterprise software implementation environments.

🏝️ Benefits

• Premium Healthcare

• Meal voucher

• Maternity and Parental leaves

• Mobile services subsidy

• Sick pay and Life insurance

• CI&T University

• Colombian Holidays

• Paid Vacations

• Diverse, inclusive, and safe work environment