#SGUnitedJobs Business Analyst, Customer Relationship Management

GOVERNMENT TECHNOLOGY AGENCY
  • Job Category
    Information Technology, Public / Civil Service
  • Job level
    Middle Management
  • Contract type
    Full Time

Job Description

As a Business Analyst, you will be responsible for managing the business requirements and functional solution aspects of the project. 

You will advise the Agency on the key trends and best practices for CRM solution locally and internationally to meet the business domain’s objectives and solve business problems. You will assess applicability for adoption, manage user requirements, and provide IT solutions to bridge business needs. You shall possess good knowledge of at least one CRM product.

What to expect:

  • Analyse Agency’s needs, scope the problem and develop business case to address the problem

  • Capture business requirements, source and evaluate alternatives, and recommend solution that best fits Agency’s needs

  • Work with Agency users to ensure smooth deployment and adoption of new solution

  • Assist with integration of CRM solution with other business systems and applications used in the company

  • Work directly and manage a CRM development partner to implement new CRM functionality

  • Involve in managing the post-implementation support and maintenance of the applications

  • Review and analyze organization business needs; confer with users to evaluate requirements, discuss solutions and develop plan of approach; analyze existing processes and make recommendations to better streamline our overall processes within the CRM Solution

How to succeed:

  • At least 5 years’ experience implementing a CRM system, preferably one of the CRM solutions listed above
  • Experience in at least 3 full project development life cycles
  • Advantageous to have:
    • Consulting or Business Analysis experience

    • Business Analysis certification: Certification of Competency in Business Analysis (CCBA) or Certified Business Analysis Professional (CBAP). 

    • Knowledge of, and experience in least one CRM and related Solutions (e.g. Product - MS CRM Dynamics, Business Process Reengineering, SugarCRM, Pega, SAP CRM) process / product trends, best practices and technologies

  • Strong analytical, conceptualisation and problem solving skills
  • Ability to take a broad, strategic perspective as well as drill deep to understand business needs and challenges
  • Results and customer oriented
  • Excellent communication skills, both oral and written, with the ability to pitch ideas and influence stakeholders
  • Strong interpersonal skills and ability to relate to and interact with a wide variety of stakeholders, including senior management

Closing on 24 May 2021