Business Analyst
About the job
About the Business Analyst role
The Business Analyst is responsible for ensuring the effective operation, maintenance, and continuous improvement of the organization’s CRM platform while serving as the key liaison between business users, vendors, and technical teams. This role oversees business-as-usual (BAU) activities, manages system enhancements and service requests, and supports the delivery of reliable, high-quality solutions that meet business objectives. Working in an agile environment, the Business Analyst drives stakeholder engagement, coordinates releases and testing, and leverages data insights to improve operational efficiency, system performance, and user experience while ensuring compliance with governance and data protection requirements.
Key Responsibilities:
- Oversee day-to-day BAU operations of the client’s system, ensuring high availability, performance, and reliability
- Act as the primary point of contact for business users on CRM-related issues, service requests, and enhancements
- Manage and priorities incidents, service requests, and change requests in accordance with service level agreements (SLAs)
- Perform root cause analysis and drive resolution of system issues in collaboration with IT teams, vendors, and a government Agency
- Oversee system configuration, release management, and change control for Microsoft Dynamics 365
- Ensure data quality, integrity, and proper usage across the system
- Recommend continuous improvements
- Enforce governance and compliance with relevant policies
- Ensure adherence to data protection requirements under the Personal Data Protection Act
- Support enhancements and releases, including requirement analysis, testing, and deployment coordination
- Maintain system documentation, SOPs, and knowledge base articles
- Drive data quality, reporting, and analytics to support policy-making and operational insights
Requirements:
- Bachelor’s degree or Diploma in Business, IT, Engineering, or related field
- Over 5 years of experience working as BA, working on agile project
- Have PMP certification or ever practice project management
- Have experience in both development and maintenance projects, with user acceptance testing (UAT) and quality assurance processes
- Have experience in working with outsourced vendor in tracking and monitoring deliverables
- Proficiency with requirements management tools (e.g., JIRA, Confluence)
- Knowledge of CRM configurations (e.g., workflows, business rules, forms, dashboards) within Microsoft Dynamics 365
- Strong analytical, troubleshooting, and stakeholder management skills is preferred
- Ability to manage vendors and support service delivery in an SLA-driven environment is preferred
