Senior Business Analyst

🔥 0 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟠 Senior

🧐 Business Analyst

👻 Ghost score 10%

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CI&T

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1995

💼 Consulting

🏥 Healthcare

📣 Marketing

💰 $5.5M Venture Round on 2014-04

Consulting • Healthcare • Marketing

CI&T is a global tech transformation specialist focusing on helping organizations navigate their technology journey. With services spanning from application modernization and cloud solutions to AI-driven data analytics and customer experience, CI&T empowers businesses to accelerate their growth and maximize operational efficiency. The company emphasizes digital product design, strategy consulting, and immersive experiences, ensuring a robust support system for enterprises in various industries.

📋 Description

• 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 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 • Document business processes, operational manuals, and functional specifications • Participate in and facilitate workshops, sprint ceremonies, and stakeholder reviews throughout the project lifecycle

🎯 Requirements

• 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, 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 • CV must be submitted in English

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

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