Senior Business Analyst (CRM Transformation)

Key Responsibilities:

The Senior Business Analyst leads business requirement gathering, business process analysis, solution consulting, and CRM implementation activities for a large-scale enterprise CRM program across internal and external business units. This role is part of the Enterprise CRM Transformation Program.

1. Business Discovery & Requirements Analysis

• Conduct workshops, interviews, and requirement-gathering sessions with stakeholders.
• Analyze current (As-Is) processes and design future-state (To-Be) processes.
• Develop BRD, FRD/FSD, user stories, process flows, and business rules.

1. CRM Solution Consulting

• Advise business teams on CRM best practices and process optimization.
• Perform Fit-Gap Analysis between business requirements and CRM capabilities.
• Recommend scalable and standardized CRM solutions across multiple companies.

1. Solution Design

• Design workflows, approval processes, customer journeys, data models, and reporting requirements.
• Collaborate with Solution Architects, Developers, and Vendors to ensure solution alignment.

1. Stakeholder Management

• Engage business leaders, department heads, IT teams, and external partners.
• Facilitate workshops and present recommendations to senior management.

1. Testing & Deployment

• Prepare test scenarios, test cases, and UAT documentation.
• Support users during UAT, training, and Go-Live activities.

1. Requirement Governance

• Manage requirement traceability and change requests.
• Assess business impact and implementation feasibility.

Job Requirements:

• Bachelor’s degree in Information Systems, Business Administration, Computer Science, or related field.
• Minimum 3 years of Business Analysis experience.
• Proven experience in large-scale enterprise transformation projects.
• Strong analytical, communication, facilitation, and stakeholder management skills.
• Strong verbal and written English communication skills.

Preferred Experience:

• Hands-on experience with CRM, Salesforce, Microsoft Dynamics 365, or similar platforms.
• Experience in Banking, Financial Services, Insurance, Telecommunications, Real Estate, or diversified conglomerates.
• Knowledge of Customer Experience (CX), Contact Center, Omnichannel, Loyalty Programs, CDP, and Customer 360 initiatives.

Key Skills:

• Business Analysis, BPMN, Workshop Facilitation, Process Mapping, Fit-Gap Analysis, Requirement Management, CRM Consulting, Presentation Skills, Change Management, and Problem Solving.

Success Metrics (KPIs):

• High-quality requirements with first-round acceptance above 95%.
• Reduced change requests after UAT.
• Successful adoption of CRM processes across companies.
• Timely delivery of project milestones and documentation.

Benefits:

• Competitive salary package (Base salary and performance bonuses).
• Probation period salary is 100% of the official salary.
• Comprehensive health and accident insurance.
• 15 days of annual leave, 3 remote work days per month.
• Provision of work equipment (Macbook/ Laptop, mouse, monitor, etc.).
• A creative and modern working environment.

Working location: Galaxy Innovation Hub – D1 Hi Tech Park, Tang Nhon Phu Ward, HCMC

Kindly send your CV to: [email protected]