IT Business Analyst

Job Summary

Are you curious about how new technology can improve customer service in practice? Join our Dynamics Product team and combine business analysis with hands-on exploration of Dynamics 365 Customer Service, data and AI-related capabilities.

With us, you get to take ideas from concept to tested examples and clear recommendations, helping our service teams create a consistent and effective customer experience across email, chat and voice.

Your mission: We run the Dynamics 365 Customer Service solution across Sandvik Coromant and our sister divisions. Working closely with users and stakeholders, you explore needs, analyze usage and help determine what the team should develop next and why. You belong to a cross-functional product team and collaborate throughout the full delivery process.

Job responsibilities

• Work with users and stakeholders across divisions to understand their needs, processes and underlying challenges.
• Explore new Dynamics 365 capabilities, test AI agents and create small proofs of concept.
• Query data and build reports to understand usage, identify problems and evaluate improvements.
• Support prioritization by assessing business value, effort and risk.
• Translate findings into user stories and acceptance criteria, working with developers, testers and architects.
• Support testing and adoption, prepare training material and maintain functional documentation.

Location and flexibility

The preferred location for this position is Sandviken, Sweden. Solna, Sweden or Pune, India could also be an option. We offer a hybrid solution, with the possibility to work some days from home.

Your profile

You have a university degree in IT or related field, or the equivalent practical experience, together with several years of experience from a relevant position. A solid understanding of customer service operations helps you distinguish between what users ask for and the underlying problems they need to solve.

Your background includes

• Experience in business analysis and translating business needs into clear requirements.
• Confidence working directly on digital platforms and learning through experimentation.
• The ability to query data and create reports independently.
• Strong English.
• Hands-on experience with Dynamics 365 Customer Service and AI agents is a strong advantage.

The team

You join a small, cross-functional product team of business analysts, testers and developers. Together, you work in an agile setup with short sprints and collaborate with users and stakeholders across divisions.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.