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[Job-31996] Senior Business Analyst, Brazil

5 hours, 28 minutes ago
Brazil
Full-time
Senior
Business Analyst
Business Intelligence
Agile CRM Microsoft Dynamics 365
Apply Now
CI&T

CI&T

CI&T is a global digital technology agency empowering agile growth for leading companies through advanced technologies with a team of 2000 experts worldwide.

Internet Software & Services
5K-10K
Founded 1995
View All Jobs 124

Description

  • Lead requirements-gathering and analysis sessions with business partners and customer service stakeholders.
  • Design and optimize Dynamics 365 Customer Service case management workflows, routing rules, queues, lifecycle configurations, and business process flows.
  • Translate business needs into functional specifications covering SLAs, entitlements, record rules, and knowledge base integration.
  • Collaborate with developers, architects, and product owners to align configurations with business and compliance objectives.
  • Advise on Dynamics 365 case management best practices, including routing strategies, activity management, and Copilot-assisted resolution.
  • Document business processes, operational manuals, and functional specifications for governance and continuous improvement.
  • Facilitate workshops, sprint ceremonies, and stakeholder reviews throughout the project lifecycle.

Requirements

  • Fluent English communication; CV must be submitted in English.
  • Hands-on Business Analyst experience with Microsoft Dynamics 365 Customer Service, especially case management configuration and design.
  • Strong knowledge of Cases, Activities, Queues, Routing Rules, SLAs, Entitlements, Knowledge Articles, and Business Process Flows.
  • Experience eliciting and documenting CRM requirements, data models, process flows, and functional specifications.
  • Ability to translate complex technical capabilities into clear business language for technical and non-technical stakeholders.
  • Experience with Agile practices, including sprint planning, backlog refinement, and iterative delivery.
  • Strong analytical, documentation, problem-solving, consultative, and proactive skills.
  • Active use of AI tools such as GitHub Copilot for documentation, requirements, research, analysis, and communication.
  • Experience in digital consulting or enterprise software implementation environments.

Benefits

  • Health and dental insurance, life insurance, and meal and food allowances.
  • Childcare assistance and extended paternity leave.
  • Profit sharing and results participation.
  • Gym, wellness, physical health, and mental health programs.
  • Continuous learning, online education, and language learning platforms.
  • Discount club and other partner benefits.
  • Dedicated health and well-being team, inclusion specialists, affinity groups, and support for workplace accommodations.

Interested in this position?

Apply directly on the company website

Apply Now

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