Senior Business Analyst

• Engage directly with clients and business partners
• Lead analysis and design of Customer Service solutions built on Microsoft Dynamics 365
• Lead requirements gathering and analysis sessions with business partners and customer service stakeholders
• Define and document case management processes from initial intake through resolution
• Design and optimize Microsoft Dynamics 365 Customer Service case management workflows, including 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
• Serve as subject matter expert on Dynamics 365 case management best practices
• Advise on queue structures, case routing strategies, activity management, and Copilot-assisted case resolution features
• Document business processes, operational manuals, and functional specifications
• Support standardization, governance, and continuous improvement of the CRM platform
• Participate in and facilitate workshops, sprint ceremonies, and stakeholder reviews

• Fluent communication in English to engage effectively with clients and business stakeholders at all levels; submit your CV in English
• 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, Service-Level Agreements (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 for documentation, requirements, research, analysis, and communication
• Experience in digital consulting or enterprise software implementation environments

• 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
• Health and Well-being team, inclusion specialists, and affinity groups
• Support and accommodations for people with disabilities during the selection process