Business Analyst (Microsoft Dynamic 365)

Digital Business Analyst – Websites & CRM Systems

Overview

Our client is looking for a Digital Business Analyst to support website modernisation and CRM transformation initiatives.

Why should you join?

• Government Project
• Salary up to $10k/month
• AWS + Up to 21 ALs

You will act as the bridge between business and technicalteams, translating business needs into clear requirements and ensuringsolutions deliver strong user and business value.

This role focuses on improving customer service systems,CRM platforms, and public-facing websites, including AI-driven capabilitiesand self-service solutions.

Key Responsibilities

1. Business Analysis & Requirements Gathering

• Analyse current business processes across customer service, CRM, and websites
• Gather and document functional & non-functional requirements
• Work with stakeholders (HQ, schools, users) to define business needs
• Document workflows, business rules, and system integrations

2. Process Mapping & Optimisation

• Develop current state & future state process maps
• Identify gaps, inefficiencies, and improvement opportunities
• Design improved workflows with automation, AI, and self-service features

3. CRM Systems Analysis

• Assess existing CRM system capabilities and limitations
• Define requirements for AI-powered customer service features (e.g. routing, escalation)
• Support integration design between CRM and other systems

4. Website & Knowledge Management

• Gather requirements for websites and internet-facing platforms
• Define user journeys, user stories, and acceptance criteria
• Support information architecture and UX design for better user experience

5. Data Analysis & Insights

• Analyse customer service and website data to identify trends
• Define KPIs and success metrics
• Provide insights to support system and process improvements

6. Solution Design & Documentation

• Produce BRDs, functional specs, and process flows
• Create wireframes/mockups where needed
• Maintain traceability from requirements to testing

7. Testing & Quality Assurance

• Develop test scenarios and UAT plans
• Coordinate testing with stakeholders and technical teams
• Ensure solutions meet business requirements

8. Stakeholder Management & Training

• Facilitate workshops and discussions
• Support change management and documentation
• Assist with user training and system adoption

Requirements

• Minimum 4 years of Business Analyst experience in digital or system transformation
• Experience with CRM systems and customer service processes
• Strong skills in:
• Requirements gathering
• Process mapping
• Solution design
• Experience with website or digital platform projects
• Knowledge of data analysis and performance metrics
• Understanding of AI/automation in business processes
• Familiarity with data governance, security, and compliance
• Good understanding of UX and customer journey mapping
• Strong communication and stakeholder management skills

Interested candidates may click on apply or apply via emailto [email protected]

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Kenwi Goh Jian Wee – R26159880
ScienTec Consulting Pte Ltd - 11C5781