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[Job-31996] Senior Business Analyst (Microsoft Dynamics 365 Customer Service) , Brazil

CI&T· Unknown
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RemoteHomeofficePosted 1w ago

About the role

Senior Business Analyst focused on Microsoft Dynamics 365 Customer Service with emphasis on case management configuration and design, bridging business needs and technology to implement end-to-end CRM solutions.

Responsibilities

  • Lead requirements gathering and analysis sessions with business partners and customer service stakeholders to define and document case management processes, from initial intake through resolution.
  • 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 clear functional specifications for case management features such as SLA definitions, entitlements, record creation and update rules, and knowledge base integration.
  • Collaborate with cross-functional teams — including developers, architects, and product owners — to ensure Dynamics 365 configurations align with business objectives and compliance standards.
  • Serve as the subject matter expert on case management best practices within Dynamics 365, advising on queue structures, case routing strategies, activity management, and Copilot-assisted case resolution features.
  • Document business processes, operational manuals, and functional specifications that support standardization, governance, and continuous improvement of the CRM platform.
  • Participate in and facilitate workshops, sprint ceremonies, and stakeholder reviews, ensuring alignment throughout the project lifecycle.

Qualifications

  • Fluent communication in English to engage effectively with both clients and business stakeholders at all levels.
  • Proven hands-on experience as a Business Analyst in projects involving Microsoft Dynamics 365 Customer Service, with a strong focus on Case Management configuration and design.
  • Deep understanding of Dynamics 365 Customer Service core components: 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, translating complex capabilities into clear business language.
  • Experience working with Agile methodologies and contributing to sprint planning, backlog refinement, and iterative delivery cycles.
  • Strong analytical, documentation, and problem-solving skills, with a consultative and proactive mindset.
  • Active use of AI tools (such as GitHub Copilot or similar) to accelerate day-to-day work.

Skills

Required:Microsoft Dynamics 365 Customer ServiceCase ManagementRequirements GatheringAgile MethodologiesCommunication (English)
Nice to have:AI Tools (Copilot or similar)

Benefits

  • Health and dental insurance
  • Meal and food allowance
  • Childcare assistance
  • Extended paternity leave
  • Partnership with gyms and health 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
  • Partnerships with online learning platforms
  • Language learning platform
Last updated Oct 21, 2026. Interested? Apply on the company site.

About CI&T

Technology Transformation Specialists

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