[Job-31996] Senior Business Analyst, Colombia

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 manageme