CRM Business Analyst

ROLE PURPOSE

In a nutshell, to analyze and articulate all IT related requirements initiated by the business and document these in a clear and concise manner. This could be by way of creation of detailed business requirements, user stories, flow charts (where needed) or any other tools/techniques used by the organization. The BA should be able to suggest solutions to improve the existing CRM processes and guide the businesses to maximize the usage of the CRM system by the help with the EA team. The BA will act as the bridge between IT and Business units and work together as a team and ensure that the solutions provided to the business shall be optimally used and suits their requirements.

KEY RESPONSIBILITIES/ ACCOUNTABILITIES Core Responsibilities

1

) Analyze Submitted Requirements, build an initial understanding of the business need and come up with queries.

2

) Once the project is kicked off, arrange meetings with the help of IT-PM to first define the need, understand the current process(s) in CRM and outside the system, and the proposed change request (from business/change owner) that would help in satisfying the need.

• Arrange meetings with the needed stakeholders if required to elicit all the information required for the change with both Business stakeholders and IT Stakeholders.
• Determine and suggest ways to improve existing business process(s) by proposing To-Be situation or comment on business proposed To-Be Situation. (Workflow & Wireframes where applicable).
• Create DOU/BRD/User Stories documents and get IT-PM/Technical leads first for their review and approval before it is shared with business for their approval.
• Reflect any changes after getting the consent from both IT-PM and Business on the document (BRD, DoUm, User Stories with Acceptance Criteria).
  

7

) Assist the PM during the SIT/SAT process and also the business during the UAT when needed.

8

) Perform the required assessment for any changes and produce the result in an assessment document, when needed/asked.

• Help and support teammates with other projects when required by the LM.
• Update the personal task list on a daily basis.
  

Other Responsibility

Qualifications: Bachelor degree in Computer/IT related fields.

Professional Certification: Professional Certificate Not Required, However, it is desirable to have one or more of the following (IIBA-CCBA, IIBA-CBAP, PMI-PBA)

Language Skills: Written and spoken English is essential.

Experience: Around 7 to 8 years of experience in BA role.

Nature of Experience: Prior experience in IT.