CRM Business Analyst
Skills
About This Role
Key Responsibilities
- Engage with senior BA, business stakeholders to gather, analyse, and document requirements for CRM.
- Translate business requirements into Functional Specifications (FSD), User Stories, Data dictionaries and Process Flows (AS-IS/TO-BE).
- Support impact assessments, feasibility studies, and solution design discussions.
- Work closely with CRM architecture team, data team, development team to design workflows, data mappings, and integration requirements.
- Collaborate with architects/developers for API definitions, payload validation, integration behavior, data translations and error handling.
- Collaborate with Data Analyst in performing data analysis using SQL for validation, reporting, and troubleshooting.
- Define UAT test scenarios, coordinate UAT execution, and manage defect tracking and closure.
- Ensure all functional and non-functional requirements are met before go-live.
- Support production rollouts, training sessions, and post-deployment stabilization.
- Work closely with Project manager and support in end-to-end delivery.
- Coordinate across business, operations, compliance, technology, and vendor teams.
- Facilitate workshops, sprint ceremonies, and review sessions.
- Communicate progress, risks, and issues proactively.
Mandatory
- 5–8 years of experience as a Business Analyst in the Banking domain
- Strong understanding of CRM system, customer 360, customer servicing journeys, workflows, sale and campaign modules.
- Ability to understand surround systems of the bank and integration approach with CRM.
- Solid technical knowledge in SQL / Database concepts, Data mapping & transformation
- Experience writing BRDs, FSDs, user stories, acceptance criteria, and process flows.
- Strong experience in UAT coordination, test case preparation, and defect lifecycle management.
- Hands-on experience working with Agile/Scrum methodologies (Jira / Azure DevOps).
- Nice to Have
- Experience with MS Dynamics 365, MS Power Platform.
- Experience in performance testing, user training, and SOP preparation.
- Certifications: CBAP, Scrum Master/Product Owner, CRM certifications.
Key Competencies
- Analytical thinking and problem-solving
- Attention to detail
- Excellent communication & documentation skills
- Ability to work with cross-functional teams
- Stakeholder management and negotiation skills
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