IT Business Analyst, Sandviken

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 “could this help?” 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 communication skills in English.
• Hands-on experience with Dynamics 365 Customer Service and AI agents is a strong advantage.

Curious and practical, you enjoy moving between user conversations, data analysis and hands-on testing. You communicate complex topics clearly, challenge assumptions constructively and feel confident to recommend against a feature when it doesn’t solve the actual problem.

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.

Our culture

Innovation is in our DNA and we’re proud to shape the future of manufacturing in close collaboration with our customers and partners. We believe in an inclusive, equal and open-minded culture, and we nurture our diversities to form a solid foundation for achieving great results. Add fair and rewarding benefits, as well as many different career opportunities in an inspiring global environment.

Contact information

Are you curious to know more about this position? Please contact Jon Dahlgren, hiring manager, at [email protected]

We’ve already decided on which advertising channels and marketing campaigns we wish to use and respectfully decline any additional contact in that matter.

Union contacts (Sweden):

• Thomas Lilja, Unionen, +46 (0)70-261 04 82
• Tord Engström, Akademikerföreningen, +46 (0)76-106 62 87
• Peter Olsson-Andrée, Ledarna, +46 (0)70-222 48 55

Recruitment Specialist: Tanja Benavides

How to apply

Send your application no later than November 26th, 2026. Click apply and include your resume and cover letter in English. Please note that we don’t accept applications by e-mail. Job ID: R0098828.

We aim for an open and fair recruitment process and use different tools to ensure objective assessment. Later in the process, you may be invited to complete a personality and logic test.

To learn more about our recruitment process, please visit our career site or contact HR Services at [email protected]