CRM Business Analyst

Job Description:

Key Responsibilities

Product Ownership & Stakeholder Management

• Define and communicate the product vision while ensuring alignment with stakeholders.
• Translate business goals into a clear product roadmap.
• Continuously engage stakeholders and development teams to maintain product direction.
• Make informed decisions to guide the product toward desired outcomes.

Backlog & Requirement Management

• Prioritize and manage the product backlog effectively.
• Ensure backlog items are well-defined, value-driven, and development‐ready.
• Make trade‐off decisions to maximize product value based on feedback and business needs.
• Gather system and software requirements and document them as user stories/product backlog.
• Expert in writing detailed User Stories with clear Definition of Done.

Business Analysis & CRM Implementation

• Lead and participate in discovery and analysis meetings with clients.
• Understand current business processes to incorporate them into Dynamics CRM.
• Conduct GAP analysis to identify variances between business processes and application capabilities.
• Identify creative solutions for processes not supported by standard Dynamics CRM.
• Work with clients to map legacy data into appropriate locations within Dynamics CRM.

CRM Solution Delivery

• Provide product demonstrations to prospects or at customer events.
• Create documentation for workflow and requirement definitions.
• Design, architect, and implement integrations and data migrations between Dynamics CRM and other systems.
• Develop end‐user training material and conduct hands‐on user training sessions.
• Provide ongoing end‐user support, troubleshooting issues, and offering additional training via email, phone, or on‐site visits.

Client Relationship & Team Collaboration

• Maintain and grow client relationships through high-quality service delivery.
• Offer expert advice on Dynamics CRM capabilities and banking domain best practices.
• Collaborate efficiently with offshore Agile teams.
• Share knowledge and mentor junior team members.

Skills & Attributes

• Strong oral and written communication skills.
• Ability to work under tight timelines with flexibility and adaptability.

Desire for incessant learning and professional growth