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

Work from home

Remote role where the employee must remain based in a particular country.

Colombia only

From the listing details: Source listing states candidate location: "Colombia, remote"

Employer listed it 2 weeks ago · Added 12 days ago

Been open since 2 weeks ago, still being checked, but it has been live a while.

Salary

Not stated

Location

Colombia only

Timezone

Not stated

Contract

Full-time

Experience

Senior

What the advert says

Quoted word for word from the employer's advert. Where it says nothing, we say so.

Working hours: Not mentioned in the advert
Where you can work from: Location eligibility not confirmed
Contract: Not mentioned in the advert
Experience asked for: With 30 years of experience in technological transformation, we accelerate innovation with expertise in Agentic SDLC, Application modernization, Data & AI, Martech and Business strategy.
Pay: Not mentioned in the advert

Remote flexibility

Work from home

This is a remote role, but the employee must be based in Colombia. It is work from home rather than work from anywhere.

What the employer says

Source listing states candidate location: "Colombia, remote"

What Nomaders makes of it

Residency required in Colombia
Payroll and tax are likely handled in that country only

The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.

Before you apply

Questions worth asking: Nomaders interpretation

The advert does not say where you can be based. Ask which countries they can legally employ or contract you from.
No pay is stated. Ask for the salary range before investing time in interviews.
The advert does not say whether this is employment or a contractor arrangement. Ask, as it affects tax and benefits.

Produced automatically from this advert's text; not reviewed by a person. The employer's own page is the final word.

About the role

At CI&T, we help large enterprises transform the potential of AI into real business impact with AI Deployment, AI-native execution, and tech-integrated business solutions.

With 30 years of experience in technological transformation, we accelerate innovation with expertise in Agentic SDLC, Application modernization, Data & AI, Martech and Business strategy.

We are 8,000 CI&Ters across more than 25 countries, collaborating to build solutions with real impact. AI is already part of how we work, evolve, and innovate every day.

Join our team in a pivotal role that combines deep CRM expertise with business acumen. As a Senior Business Analyst, you will engage directly with the client and business partners, leading the analysis and design of Customer Service solutions built on Microsoft Dynamics 365. Your mission is to bridge the gap between business needs and technology capabilities, driving the implementation of end-to-end case management solutions that improve customer service operations.

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.

Requirements:

- Fluent communication in English to engage effectively with both 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) to accelerate day-to-day work — from drafting documentation and requirements to research, analysis, and communication. We expect candidates to already be working this way, not learning to.

- Experience in digital consulting or enterprise software implementation environments.

If you like it, just apply and good luck! #LI-LO1

Requirements

·- Fluent communication in English to engage effectively with both 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.

Benefits

No benefits package published with this listing. Ask about it at first interview.

How to apply

1Check the flexibility label above, work from home, matches where you plan to live and work.
2Tailor your CV to the role at CI&T, mentioning your remote working experience.
3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.

Found 13d ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.

Listing sourced from Company boards.

Pay not stated · You'll be taken to the employer's careers page.