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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 case management, including configuration, workflow design, and documentation of business processes. Proficient in translating business requirements into functional specifications while collaborating effectively with diverse stakeholders.
Highest-signal resume keywords
Microsoft Dynamics 365 Customer ServiceCase Management ConfigurationRequirements GatheringAgile MethodologiesAnalytical Skills
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 Management ProcessesFunctional SpecificationsBusiness Process FlowsRouting RulesService-Level AgreementsEntitlementsKnowledge Base IntegrationData ModelsProcess FlowsDocumentation
Soft Skills
Fluent CommunicationProblem-SolvingConsultative MindsetStakeholder EngagementProactive Approach
Tools & Technologies
Microsoft Dynamics 365GitHub CopilotAI Tools
Industry Keywords
Digital ConsultingEnterprise Software ImplementationCustomer ServiceCRM Implementations
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- 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