Urgent !!! Senior Business Analyst (CRM, Digital Transformation, Govn)
Full-time
Senior Executive
3 months ago
Responsibilities:Conduct business requirements analysis for CRM, website, and customer service transformation initiatives by engaging stakeholders acr.....
Responsibilities:
- Conduct business requirements analysis for CRM, website, and customer service transformation initiatives by engaging stakeholders across headquarters and schools.
- Perform process mapping and optimisation, identifying inefficiencies and designing improved workflows leveraging AI and self-service capabilities.
- Analyse existing CRM systems, identify capability gaps, and define requirements for AI-enabled customer service features and system integrations.
- Gather and document requirements for internet-facing applications and knowledge management systems, including user stories, functional specifications, and user journeys.
- Perform data analysis to identify trends, define KPIs, and support improvements in customer service performance and website usage.
- Produce key documentation including BRDs, functional specifications, process flows, and traceability matrices.
- Support testing and quality assurance, including developing UAT scenarios and validating solutions against business requirements.
- Facilitate stakeholder workshops, training, and change management to support system adoption and process improvements.
Requirements:
- Minimum 4 years of business analysis experience in digital transformation or system modernisation projects
- Experience analysing CRM systems, customer service processes, and internet-facing applications
- Strong knowledge of requirements gathering, process mapping, and solution design
- Experience in data analysis, performance metrics, and UX/customer journey mapping
- Understanding of AI/automation technologies, data governance, security, and compliance
- Excellent analytical, communication, and stakeholder management skills
- Proficiency in business analysis tools, documentation, and requirements management
- Experience with CRM platforms (Salesforce, Microsoft Dynamics, ServiceNow)
- Knowledge of knowledge management systems and information architecture
- Familiarity with Singapore Government Tech Stack and integration frameworks
- Exposure to AI-powered customer service solutions, chatbots, or contact centre operations
- Business analysis certification such as CBAP or CCBA is an advantage.
HOW TO APPLY:
Interested applicants, kindly send your resume in MS WORD format to dicksern@trustrecruit.com.sg or please click on “Apply Now” and provide the below details in your resume.
- Last drawn salary
- Expected salary
- Notice period
- Reason for leaving
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