Project Manager/Business Analyst Dynamics

About the Position

We are looking for a Project Manager/Business Analyst Dynamics to join our team at TMC in Milan, Italy. In this role, you will manage Dynamics 365 projects, focusing on Contact Center processes. You will work closely with business stakeholders and IT teams to gather requirements, coordinate project activities, support solution design, and ensure the successful adoption of Dynamics 365 within customer interaction channels.

Responsibilities

• Manage and coordinate Microsoft Dynamics 365 projects related to Contact Center, Customer Service, and CRM processes.
• Gather, analyze, and document business requirements, translating them into user stories, functional specifications, and project deliverables.
• Support process mapping and gap analysis within customer interaction streams, including voice, chat, email, routing, case management, and agent productivity.
• Coordinate project timelines, milestones, risks, issues, and dependencies, ensuring timely follow-up with business, technical, and vendor teams.
• Contribute to testing, UAT, training, and adoption activities by preparing documentation, status updates, and reporting materials for stakeholders.

Requirements

• Master's degree in Management Engineering, Computer Science, or a related field.
• 2–5 years of experience as a Project Manager, Business Analyst, Functional Analyst, or Consultant on CRM, Contact Center, or digital transformation projects.
• Knowledge of Microsoft Dynamics 365, preferably Contact Center or CRM-related modules.
• Understanding of Contact Center processes and customer service operations, including omnichannel interactions, case management, routing, agent workflows, and reporting.
• Ability to gather requirements, lead workshops, map business processes, and translate needs into clear functional documentation.
• Knowledge of project management methodologies such as Agile, Waterfall, or hybrid approaches.
• Good analytical, organizational, and problem-solving skills, with attention to detail and the ability to manage priorities.
• Strong communication skills and the ability to communicate with business users, IT teams, and project stakeholders.
• Familiarity with tools such as Microsoft Office, Teams, Azure DevOps, Jira, Confluence, Microsoft Project, or similar platforms is considered a plus.
• Fluency in Italian and English.
• Willingness to travel and relocate is considered a plus.
• Strong motivation to embrace the Employeneurship model of TMC.

We Offer

• A fixed-term employment contract.
• A gross annual salary of at least €34,000, in accordance with the National Collective Labor Agreement (CCNL) for Trade – Tertiary, Distribution, and Services.
• A competitive compensation package that includes a project profit-sharing component, an individual annual training and development budget of €4,000 net, and an annual welfare allowance. Further details will be provided during the recruitment process, in line with company policy.

About the Company

We are an international high-tech consultancy firm with a team of entrepreneurial engineers, scientists, and digital experts from around the world. We provide consultancy services to our leading clients in various service areas such as:

• Technology & Engineering
• Energy & Renewables
• Life Sciences & Pharma
• Digital & IT

At TMC, we believe that people are the driving force behind technological innovation. Therefore, we aim to create the best possible conditions for technological talent to thrive. We offer a challenging and stimulating work environment where you can be the director of your own career. As an Employeneur, you will be part of our TMC family. Besides our excellent technical expertise, fun and involvement are important parts of our culture.

Application

Great that you are interested in a job at TMC! Apply now in the way that suits you best, and hopefully, we can welcome you to one of our teams soon.

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Your contact person for this vacancy

Francesco Lo Iacono

Business Manager

Call me on +39 33 161 450 52
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