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

• Design and enhance case management workflows within Microsoft Dynamics 365 Customer Service, including configuration of case lifecycles, routing rules, queue management, and business process flows.

• Convert business needs into functional specifications for SLA definitions, entitlements, record creation and update procedures, as well as knowledge base integration.

• Collaborate with developers, architects, and product owners to ensure that Dynamics 365 configurations are in line with business objectives and compliance requirements.

• Act as the subject matter expert on best practices for case management within Dynamics 365, providing 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 the standardization, governance, and continuous improvement of the CRM platform.

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

⛳️ Requirements

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

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

• Thorough understanding of the core components of Dynamics 365 Customer Service: 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, translating complex functionalities into clear business terminology.

• Familiarity with Agile methodologies and active participation in sprint planning, backlog refinement, and iterative delivery cycles.

• Strong analytical, documentation, and problem-solving abilities, along with a consultative and proactive approach.

• Regular use of AI tools such as GitHub Copilot or similar to enhance daily work; candidates must already be practicing in this manner.

• Experience in digital consulting or enterprise software implementation environments.

🏝️ Benefits

• Premium Healthcare

• Meal voucher

• Maternity and Parental leaves

• Mobile services subsidy

• Sick pay-Life insurance

• CI&T University

• Colombian Holidays

• Paid Vacations