CRM Functional Analyst

🕒 Experience: 3+ Years

🔷 About the Role

We are seeking a detail-oriented CRM Functional Analyst to support business process transformation and system implementation initiatives. The role involves gathering requirements, analyzing business processes, and delivering scalable CRM solutions aligned with enterprise and customer experience goals.

🔷 Key Responsibilities

• Perform functional analysis activities including requirements gathering, analysis, and documentation.
• Facilitate stakeholder workshops to capture As-Is processes and define To-Be solutions.
• Analyze current processes and recommend improvements based on industry best practices.
• Translate business requirements into service blueprints, process flows, Agile features, and user stories.
• Manage and track deliverables in Azure DevOps (ADO).
• Conduct feasibility studies and identify opportunities for system and process improvements.
• Define and track KPIs, business rules, and data sources for reporting and analytics.
• Collaborate with development teams to ensure successful implementation of solutions.
• Support testing activities, including test scenarios, scripts, and validation.
• Assist in training, change management, and end-user support.
• Maintain comprehensive technical and functional documentation.
• Build strong relationships with stakeholders, vendors, and cross-functional teams.
• Ensure adherence to organizational standards, policies, and PMO guidelines.

🔷 Technical Scope

• Account Management: Customer onboarding, maintenance, and lifecycle management.
• CRM Systems: Microsoft Dynamics CE CRM or similar platforms.
• Billing & Payments: Transaction processing, invoicing, and multi-channel payments.
• Customer Service Operations: Case management and customer interaction tracking.
• Reporting & Analytics: System and business reporting for internal/external users.
• Financial Systems: Exposure to SAP S/4 HANA (BRIM, FICA, Analytics Cloud preferred).
• Customer Channels: Portal, mobile apps, chatbot, IVR, email, SMS, and other engagement channels.
• UI/UX/CX: Enhancing customer experience across digital platforms.
• Data Migration: ETL processes for system transitions and implementations.

🔷 Required Skills & Qualifications

• Minimum 3+ years of experience as a Functional Analyst or Business Analyst.
• Bachelor’s degree in Computer Science, IT, Business Administration, or related field (or equivalent experience).
• Strong knowledge of SDLC and Agile methodologies.
• Experience with process modeling, requirements documentation, and analysis tools.
• Proficiency in SQL, Excel, Figma, and Microsoft Office 365 tools.
• Excellent analytical, problem-solving, and communication skills.

🔷 Preferred Skills

• Experience in government/public sector projects.
• Exposure to CRM platforms (Dynamics 365 preferred).
• Knowledge of ERP systems (SAP preferred).
• Familiarity with project management tools (e.g., MS Project).