Business Analyst (CRM)

• 1-year contract, renewable
• Hybrid work arrangement
• Government project

This role ensures the stability, performance, and effective utilisation of CRM to support digital services, including stakeholder engagement and feedback management. Customer Feedback Management System (CFMS) built on Microsoft Dynamics 365. CFMS is a system that consolidates and manages all feedback and enquires submitted through various channels like Phone, Email, Online feedback form etc. Staffs can also reply to the public via this system.

Responsibility

• Oversee day-to-day BAU operations of the Customer Feedback Management System, ensuring high availability, performance, and reliability
• Act as the primary point of contact for business users on CRM-related issues, service requests, and enhancements
• Manage and prioritise incidents, service requests, and change requests in accordance with service level agreements (SLAs)
• Perform root cause analysis and drive resolution of system issues in collaboration with IT teams, vendors, and Government Technology Agency
• Knowledge of CRM configurations (e.g., workflows, business rules, forms, dashboards) within Microsoft Dynamics 365
• Oversee system configuration, release management, and change control for Microsoft Dynamics 365
• Ensure data quality, integrity, and proper usage across the system
• Recommend continuous improvements
• Enforce governance and compliance with relevant policies
• Ensure adherence to data protection requirements under the Personal Data Protection Act
• Support enhancements and releases, including requirement analysis, testing, and deployment coordination
• Maintain system documentation, SOPs, and knowledge base articles
• Drive data quality, reporting, and analytics to support policy-making and operational insights
• Strong analytical, troubleshooting, and stakeholder management skills is preferred
• Ability to manage vendors and support service delivery in an SLA-driven environment is preferred
• Proficiency with requirements management tools (e.g., JIRA, Confluence).

Requirement:

• Bachelor’s degree in IT, Computer Science, Business, or related field
• 3 years of experience as a Business Analyst
• Experience in public sector will be advantageous