Senior Business Analyst (Microsoft Dynamics 365 Customer Service)
C
CI&TCRM consulting
ColombiaFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- Fluent communication in English
- Required Skills
- Agile methodologies
Requirements
- Fluent communication in English to engage with clients and business stakeholders; submit your CV in English.
- Hands-on Business Analyst experience in projects involving Microsoft Dynamics 365 Customer Service, with a focus on case management configuration and design.
- Deep understanding of Dynamics 365 Customer Service components, including Cases, Activities, Queues, Routing Rules, 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 and explain complex capabilities in clear business language.
- Experience with Agile methodologies, sprint planning, backlog refinement, and iterative delivery.
- Strong analytical, documentation, and problem-solving skills.
- Active use of AI tools such as GitHub Copilot or similar for documentation, requirements, research, analysis, and communication.
- Experience in digital consulting or enterprise software implementation environments.
Responsibilities
- Lead requirements gathering and analysis sessions with business partners and customer service stakeholders to define and document case management processes.
- 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 functional specifications for SLAs, entitlements, record creation and update rules, and knowledge base integration.
- Collaborate with developers, architects, and product owners to align Dynamics 365 configurations with business objectives and compliance standards.
- Advise on Dynamics 365 case management practices, including queue structures, case routing strategies, activity management, and Copilot-assisted case resolution.
- Document business processes, operational manuals, and functional specifications for CRM platform standardization, governance, and continuous improvement.
- Participate in and facilitate workshops, sprint ceremonies, and stakeholder reviews.
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