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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Microsoft Dynamics 365 Customer Service, focusing on case management configuration, workflow optimization, and requirements documentation. Proficient in bridging technical and non-technical stakeholders while employing Agile methodologies for effective project delivery.
Highest-signal resume keywords
Microsoft Dynamics 365 Customer ServiceCase Management ConfigurationRequirements GatheringAgile MethodologiesAnalytical Problem-Solving
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Case Lifecycle ConfigurationRouting RulesService-Level Agreements (SLAs)EntitlementsKnowledge ArticlesBusiness Process FlowsData ModelsProcess FlowsFunctional SpecificationsQueue Management
Soft Skills
Fluent CommunicationConsultative MindsetProactive ApproachStakeholder EngagementDocumentation Skills
Tools & Technologies
Microsoft Dynamics 365AI ToolsGitHub Copilot
Industry Keywords
Digital ConsultingEnterprise Software ImplementationContinuous ImprovementGovernanceOperational Manuals
About the role
Key responsibilities & impact- 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 functional specifications for SLA definitions, entitlements, record creation and update rules, and knowledge base integration
- Collaborate with 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 supporting standardization, governance, and continuous improvement of the CRM platform
- Participate in and facilitate workshops, sprint ceremonies, and stakeholder reviews throughout the project lifecycle
Requirements
What you’ll need- 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; candidates must already be working this way
- Experience in digital consulting or enterprise software implementation environments
Benefits
Comp & perks- Premium Healthcare
- Meal voucher
- Maternity and Parental leaves
- Mobile services subsidy
- Sick pay-Life insurance
- CI&T University
- Colombian Holidays
- Paid Vacations