Business Analyst, Senior Associate/ Assistant Manager

We invite highly motivated and detail-oriented professionals to join our growing Customer practice. Customer outcomes are pivotal to achieving sustainable growth for businesses in today's dynamic market. Our Customer practice helps clients across industries acquire, grow and extend their relationships with customers, with a focus on capturing and delivering value to both the customers and our clients' business. We provide our clients with the insights needed to help them meet their strategic business and financial goals through:

• Rapidly driving growth and creating customer value
• Transforming the customer experiences that add most value to the organisation
• Making transformation and business decisions based on what customers value

As a Business Analyst in our practice, you will play a critical role in bridging the requirements across stakeholders in our clients' organisation - Business, IT, Marketing, Sales, Customer Success. This requires accurately capturing and understanding business requirements, and translating them into functional specifications to deliver successful implementation and optimisation of customer relationship management (CRM) platforms.

The Business Analyst is required to have strong skill sets in the following key areas: requirement definition and analysis, documentation, project planning and implementation, strong communication skills.

Roles & Responsibilities

1. Gather and document business requirements, bridging the gap between Business and IT to design a solution that addresses both the client's business objectives and technical requirement.

• Align stakeholders to ensure that business requirements are adequately gathered and defined.
• Develop and maintain documentation on business input and translation into visual models (Business domain model, process flow diagrams, use case diagrams, activity diagrams, data models, and wireframes).
• Create a detailed business analysis, outlining problems, opportunities, and solutions for a business to improve efficiency and add value

2. Support a team of solution architects, developers and testers to configure, customise and optimise the CRM system to meet business objectives.

• Collaborate with IT and development teams to implement new CRM functionalities and integrations.
• Conduct end-to-end system and integration testing alongside the development team, ensuring that the system meets the specifications and integrates seamlessly.
• Develop test scripts and conduct user acceptance testing, validating the system's functionality and usability from the end-user perspective.
• Coordinate with the development team and provide support in analysing and fixing root cause issues, as needed.

3. Monitor CRM performance and provide training and support to end-users, ensuring effective CRM adoption across departments

• Develop and maintain reports, dashboards and analytics to track CRM performance.
• Maintain documentation of CRM processes, workflows and system configurations.
• Develop and deliver training to end-users to educate stakeholders on CRM functionalities and best practices.
• Provide ongoing support to users, including troubleshooting issues and answering questions, as required.

The ideal candidate should possess:

• Bachelor's degree in Computer Science, Information Technology or equivalent, is preferred.
• Minimum 3-5 years of working experience in business requirement analysis or related field.
• Strong analytical and critical thinking skills in delivering a high level of accuracy.
• Customer oriented and a team player with great commitment and attitude.
• Effective communications and presentation skills, both written and oral.
• Proficient with Microsoft applications including Word, Excel, Visio and PowerPoint.
• Prior business analyst or project management experience in Salesforce / Microsoft D365 will be a plus.
• Business Analysis certifications (e.g., CCBA, CBAP, PBA) will be a plus.