Senior Business Analyst

• 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
• Configure case lifecycles, routing rules, queue management, and business process flows
• Translate business requirements into functional specifications for SLAs, entitlements, record 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 the subject matter expert on Dynamics 365 case management best practices
• Advise on queue structures, case routing strategies, activity management, and Copilot-assisted case resolution
• Document business processes, operational manuals, and functional specifications
• Participate in and facilitate workshops, sprint ceremonies, and stakeholder reviews

• Fluent communication in English; submit your CV in English
• Proven hands-on experience as a Business Analyst in projects involving Microsoft Dynamics 365 Customer Service, focused on Case Management configuration and design
• Deep understanding of Dynamics 365 Customer Service: 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 and translate complex capabilities into clear business language
• Experience with Agile methodologies, sprint planning, backlog refinement, and iterative delivery cycles
• Strong analytical, documentation, and problem-solving skills
• Active use of AI tools such as GitHub Copilot or similar in day-to-day work
• Experience in digital consulting or enterprise software implementation environments

• Premium Healthcare
• Meal voucher
• Maternity and Parental leaves
• Mobile services subsidy
• Sick pay-Life insurance
• CI&T University
• Colombian Holidays
• Paid Vacations
• Diverse, inclusive, and safe work environment