Dynamics 365 – AI Data Analyst

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!

Posizione:

Dynamics 365 – AI Data Analyst

Within the OneVision Dynamics 365 Customer Service Team, the AI Data Analyst is responsible for driving the adoption of Artificial Intelligence capabilities within the Microsoft Dynamics 365 Customer Service platform. Working closely with Product Owners, Business Analysts, Microsoft engineering teams and business stakeholders, the role focuses on analyzing large data sets, implementing AI solutions from Proof of Concept to production rollout, and continuously improving AI-powered features to support business growth and digital transformation.

The ideal candidate has experience working with Machine Learning models, Large Language Models (LLMs) and AI-driven solutions, demonstrates strong analytical and problem-solving skills, and is passionate about leveraging data and AI technologies to improve customer service processes and business outcomes.

ROLE AND KEY RESPONSIBILITIES

• Collaborate with Product Owners, Business Analysts and business stakeholders to understand business requirements and identify AI-driven opportunities.
• Analyse large and complex datasets to extract actionable insights and support data-driven decision making.
• Design, implement and support AI functionalities within the Dynamics 365 Customer Service platform, from Proof of Concept through production rollout and ongoing administration.
• Collaborate with Microsoft engineering teams to enhance Dynamics 365 out-of-the-box AI capabilities and contribute to product improvements.
• Measure, monitor and continuously optimize the performance and effectiveness of AI features using data analysis and operational metrics.
• Work closely with Business Analysts to improve Large Language Model (LLM) prompts, Retrieval-Augmented Generation (RAG) solutions, and apply evaluation techniques such as simulation and shadow testing.
• Contribute to the evolution of AI-Ops processes, operational tooling and governance to ensure reliable and scalable AI solutions.
• Collaborate with development and QA teams to define, implement and execute testing strategies for AI-enabled functionalities.
• Develop and maintain reporting and dashboards to monitor CRM adoption, AI feature usage and business performance.
• Identify opportunities to improve AI models, data quality, automation processes and overall Dynamics 365 platform performance.

Requisiti:

QUALIFICATIONS AND EXPERIENCE

• Bachelor's Degree in Computer Science, Information Technology, Data Science or equivalent work experience.
• Strong experience with SQL and Python for data analysis and AI solution development.
• Experience working with Machine Learning models, Large Language Models (LLMs) and Generative AI technologies.
• Experience analysing large datasets and transforming data into actionable business insights.
• Familiarity with Retrieval-Augmented Generation (RAG), prompt engineering and AI evaluation methodologies is considered an advantage.
• Experience working in Agile delivery environments.
• Knowledge of Microsoft Dynamics 365 Customer Service and Microsoft AI technologies is considered a plus.
• Experience with AI-Ops practices, monitoring and operational support for AI solutions is considered an advantage.
• Experience in the shipping or logistics industry is considered a strong asset.
• Professional command of English, both written and spoken.

Diversity and Inclusion

This job posting is open to all individuals, regardless of gender, age, ethnic origin, nationality, sexual orientation, gender identity, disability, or any other personal characteristic, in compliance with applicable laws and regulations on equal opportunities and inclusion (Italian Legislative Decree No. 198/2006, as subsequently amended, and Italian Legislative Decrees No. 215/2003 and No. 216/2003).

In compliance with applicable pay transparency legislation, we provide the following information regarding the initial remuneration envisaged for this position.

The position will be classified within the Employee category, at one of the C2, C3, B1 or B2 levels under the Italian Metalworking Industry National Collective Bargaining Agreement (CCNL Metalmeccanico Industria).

The classification level and any additional remuneration components supplementing the base salary will be determined based on an assessment, carried out during the selection process, of objective and neutral criteria such as, by way of example, the candidate’s professional experience, technical skills, level of autonomy and the responsibilities required by the role.

Altre informazioni:

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 program 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.