Business Analyst CRM

We are seeking an experienced Business Analyst to lead end -to -end business analysis activities across customer engagement and digital workflow initiatives. The role will focus on mapping current -state processes, defining future -state solutions, and ensuring seamless integration across systems and stakeholders.

Key Responsibilities

• Lead end -to -end business analysis activities, including current -state process mapping and future -state workflow design across digital and customer engagement touchpoints.
  

• Translate business, marketing, CRM, ecommerce, and operational requirements into clear and detailed functional specifications.
  

• Analyse data flows across multiple systems to define integration requirements, data mappings, transformation logic, and exception handling scenarios.
  

• Facilitate stakeholder workshops with cross -functional teams including marketing, digital, operations, and IT to gather, validate, and refine requirements.
  

• Develop comprehensive documentation including business requirements documents (BRDs), functional specifications, user stories, process flows, and acceptance criteria.
  

• Identify dependencies, risks, and impacts across systems and teams to ensure smooth delivery.
  

• Work closely with developers, testers, and internal teams to ensure requirements are clearly understood, traceable, and delivered to expected quality standards.
  

• Support testing activities including UAT coordination, validation of business rules, and defect triage.
  

Requirements

Key Skills & Experience

• Proven experience as a Business Analyst in digital, CRM, ecommerce, or system integration environments.
  

• Strong experience in process mapping, requirements elicitation, and stakeholder management.
  

• Solid understanding of system integrations, data flows, and API -based architectures.
  

• Experience working in cross -functional teams across business and technology stakeholders.
  

• Excellent documentation, communication, and facilitation skills.
  

• Ability to work in fast -paced environments with evolving requirements.