Business Analyst (Microsoft D365) - 2 Year Contract

We are looking for an experienced Business Analyst to support a Customer Feedback Management System (CFMS) built on Microsoft Dynamics 365 CRM for a Singapore Government agency.

The role focuses on Business-As-Usual support, stakeholder management, incident handling, system enhancements, and ensuring smooth day-to-day operations of the CRM platform.

Responsibilities

• Manage day-to-day Business-As-Usual support for Microsoft Dynamics 365 CRM
• Handle incidents, service requests, and change requests
• Work closely with business users, vendors, and technical teams
• Support system enhancements, testing, and releases
• Perform requirement gathering and documentation
• Ensure data quality and compliance with governance policies
• Maintain system documentation and reports
• Recommend process and system improvements

Requirements

• Minimum 4 years of relevant experience as a Business Analyst supporting CRM systems
• Hands-on experience with Microsoft Dynamics 365 CRM
• Experience in Application Support / Business-As-Usual support environment
• Knowledge of incident management and change management processes
• Strong stakeholder communication and coordination skills
• Familiar with JIRA and Confluence
• Government project experience is a plus

Preferred

• Experience in Service Level Agreement-driven support environment
• Knowledge of Personal Data Protection Act compliance
• ITIL certification is an advantage