Business Analyst (Microsoft Dynamics 365 CRM)

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

We are seeking a Business Analyst to support and enhance the Customer Feedback Management System (CFMS), a Microsoft Dynamics 365-based platform that manages public feedback and enquiries across multiple channels, including phone, email, and online forms.

In this role, you will oversee day-to-day operations of the CRM platform, ensuring system stability, service quality, and continuous improvement while working closely with business stakeholders, vendors, and technical teams.

Key Responsibilities

• Manage BAU operations, support, and governance of the Microsoft Dynamics 365 CRM platform.
• Serve as the primary point of contact for business users on incidents, service requests, and enhancement requests.
• Monitor and manage service delivery in accordance with established SLAs.
• Conduct root cause analysis and coordinate issue resolution with internal teams, vendors, and relevant government agencies.
• Support CRM configuration activities, including workflows, business rules, forms, dashboards, and release management.
• Drive continuous improvements to system functionality, user experience, and operational processes.
• Ensure data quality, integrity, and compliance with governance and data protection requirements.
• Support enhancement projects through requirements gathering, testing, deployment coordination, and user acceptance activities.
• Maintain system documentation, SOPs, knowledge articles, and operational procedures.
• Develop reports, dashboards, and analytics to support business insights and decision-making.

Requirements

• Bachelor's degree in Information Technology, Business, Computer Science, or a related discipline.
• 3 years of experience in supporting or administering CRM platforms, preferably Microsoft Dynamics 365.
• Familiarity with CRM configurations such as workflows, business rules, forms, and dashboards.
• Experience managing incidents, service requests, and change requests within an SLA-driven environment.
• Strong analytical, troubleshooting, and stakeholder management skills.
• Experience working with vendors and coordinating service delivery.
• Knowledge of requirements management and collaboration tools such as JIRA and Confluence.
• Understanding of data governance, compliance, and data protection principles will be advantageous.

Preferred Experience

• Experience supporting customer service, case management, or feedback management systems.
• Experience within the Singapore Public Sector or government-linked organisations will be an advantage.