Crm business analyst

Area: Information & Communication Technology Data: 26/11/2025 MSC Mediterranean Shipping Company is a global business engaged in the shipping sector. Present in 155 countries, MSC facilitates international trade between the world’s major economies, and among emerging markets across all continents. Headquartered in Geneva, Switzerland, since 1978, MSC is a privately‑owned organisation driven by the Aponte family. Today, we continue to focus on caring for customers, employees and the environment. From a one‑vessel operation to a globally respected business we have an unfaltering commitment to people that have passion, creativity and willing to make a change. MSC Technology Italy is the first division located in the national territory, complementing existing offices in Geneva (the Group’s headquarters), Warren (New Jersey, USA), and Chennai (India). MSC Technology embodies Passion and a commitment to Continuous Evolution, strongly believing in Equal Opportunities and Caring for its People—ultimately fostering a sense of Family within the Company. With over 3,000 employees, our Technology Department plays a pivotal role in driving business growth and elevating the quality standards across our functional lines. Working within an international office and engaging in cross‑country collaboration offers the opportunity to connect with individuals boasting diverse technical skills, backgrounds, cultures, and professional experiences. International travel not only enriches your understanding of business and languages within the ICT realm but also provides avenues for personal and professional growth. In 2020, MSC Technology Italy was established as a technological division of MSC with the goal of creating a Center of Excellence to support the MSC Group’s business. Do you recognize yourself? Then come work with us and be part of MSC’s family We are now looking for a Business Analyst to join our Dynamics 365 team. The Business Analyst is to recommend and facilitate the design, development, testing, roll‑out, run and evolutions of the Dynamics 365 Customer Service solution, to meet the company’s strategic objectives and business requirements. He/she contributes with the Scrum Team and provides support throughout the entire rollout life cycle to ensure that the product meets company’s goals, business needs and requirements. Key Responsibilities Manage and advise the requirements gathering process by meeting with stakeholders to define the business and functional requirements and system goals and bring these in line with the capabilities of Microsoft Dynamics 365 and the Power Platform. Work with Solution Architects and Developers to outline high‑level and low‑level solution designs. Collaborate with the Product Owner to contribute to the Product Vision. Ensure requirements are documented correctly in User Stories and work with Product Owner to get sign‑off prior to development. Identify and define the solutions to complex business problems that will maximize the value delivered to stakeholders. Own the functional design of the solutions being delivered to ensure both user needs are met, and the solution is in line with Dynamics 365 and Power Platform capabilities. Support the Development Team in a daily basis to bring all details needed by the Developers; provide specifications or descriptions of the User Stories. Support release process by testing systems and functionalities before they are delivered to Key Users. Manage the dependencies of the Product Backlog with other Products. Perform basic configuration task and execute tests. Be an active contributor in the development of training material, processes documentation and Gap Analysis. Support the Key Users in testing activities, providing guidance, and listening to their enquiries. Post Go Live support, to help HQ’s organization for specific Business cases. Qualifications and Experience Microsoft Dynamics 365 Customer Service Experience including: Administrator level access, creating and editing views, fields, charts, entities, dashboards, workflows, processes, security roles and reports, utilizing sandbox environments for testing. Workshop management and team building. Agile (SCRUM) experience. User story writing / management. Customer centric mindset. Certification: Dynamics 365 Customer Service Functional Consultant Associate. Exposure to the Shipping and/or Logistic industries (Nice to have). Hands‑on experience in human‑centered design methodologies (ex. LUMA) (Nice to have). The candidate should be a team player, possess excellent communication skills, be motivated, and demonstrate the following skills: critical thinking, problem solving, flexible and dependable, agile, fast learning, taking initiatives, seeking teamwork with remote teams, able to manage changing priorities. What we offer We offer a range of benefits including new Learning opportunities, a comprehensive Welfare System, Life and Health Insurance, Modern Workstation and Discounts within the MSC group. Moreover, MSC Technology Italy fosters a culture of innovation and wellbeing by simultaneously pursuing various initiatives. These include Meetups, Technical and General Events such as Gaming Tournaments, Company Charity Initiatives and a Sustainability programme designed to benefit all employees. Our Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. #J-18808-Ljbffr