Job Description

Business Analyst/ Product Owner will be responsible for analyzing customer needs, identifying improvement opportunities, and ensuring that the platform features align with business goals and customer expectations. This role requires strong analytical skills, excellent communication abilities, and a collaborative approach to working with cross-functional teams.

Job Responsibilities

• Requirement Elicitation and Analysis: Collaborate with stakeholders to gather, document, and analyze business requirements related to CRM functionalities and processes. Conduct workshops and interviews to understand business needs and challenges.
• Process Mapping and Optimization: Map existing business processes related to customer relationship management. Identify process gaps, inefficiencies, and areas for improvement. Propose optimized workflows aligned with CRM best practices.
• CRM Platform Implementation: Work closely with CRM vendors and IT teams to implement CRM solutions. Configure CRM modules, custom fields, workflows, and user roles based on business requirements. Ensure proper coordination with IT counterparties on data migration and system integration.
• Data Analysis and Reporting: Ensure that business requirements are aptly documented Generate reports and dashboards to support data-driven decision-making. Ensure that business requirements are backed up with data.
• Quality Assurance: Conduct testing and validation of CRM configurations and customizations. Ensure data accuracy and system reliability.6. Stakeholder Communication: Act as a bridge between business stakeholders, CRM vendors, and IT teams. Ensure consistent alignment with the Product Owner. Able to effectively communicate project updates, changes, and timelines.
  

Qualifications

• Bachelors degree in Business Administration, Information Technology, or related field. Certified Business Analysis Professional (CBAP) or similar certification (a plus)
• Proven experience as a Business Analyst, preferably in customer experience, digital platforms, or related fields.
• Strong understanding of customer experience principles and practices.
• Excellent analytical and problem-solving skills.
• Strong written and verbal communication skills.
• Proficiency in business analysis tools and methodologies.
• Ability to work effectively in a fast-paced, dynamic environment.
• Strong organizational skills and attention to detail.
• Ability to work collaboratively in a team and independently when required.
• Project management skills and familiarity with Agile methodologies is a plus.