CRM Business Analyst

Key Responsibilities
· Engage with senior BA, business stakeholders to gather, analyse, and document requirements for CRM.
· Translate business requirements into Functional Specifications (FSD), User Stories, Data dictionaries and Process Flows (AS-IS/TO-BE).
· Support impact assessments, feasibility studies, and solution design discussions.
· Work closely with CRM architecture team, data team, development team to design workflows, data mappings, and integration requirements.
· Collaborate with architects/developers for API definitions, payload validation, integration behavior, data translations and error handling.
· Collaborate with Data Analyst in performing data analysis using SQL for validation, reporting, and troubleshooting.
· Define UAT test scenarios, coordinate UAT execution, and manage defect tracking and closure.
· Ensure all functional and non-functional requirements are met before go-live.
· Support production rollouts, training sessions, and post-deployment stabilization.
· Work closely with Project manager and support in end-to-end delivery.
· Coordinate across business, operations, compliance, technology, and vendor teams.
· Facilitate workshops, sprint ceremonies, and review sessions.
· Communicate progress, risks, and issues proactively.

Mandatory
· 5–8 years of experience as a Business Analyst in the Banking domain
· Strong understanding of CRM system, customer 360, customer servicing journeys, workflows, sale and campaign modules.
· Ability to understand surround systems of the bank and integration approach with CRM.
· Solid technical knowledge in SQL / Database concepts, Data mapping & transformation
· Experience writing BRDs, FSDs, user stories, acceptance criteria, and process flows.
· Strong experience in UAT coordination, test case preparation, and defect lifecycle management.
· Hands-on experience working with Agile/Scrum methodologies (Jira / Azure DevOps).
Nice to Have
· Experience with MS Dynamics 365, MS Power Platform.
· Experience in performance testing, user training, and SOP preparation.
· Certifications: CBAP, Scrum Master/Product Owner, CRM certifications.
Key Competencies
· Analytical thinking and problem-solving
· Attention to detail
· Excellent communication & documentation skills
· Ability to work with cross-functional teams
· Stakeholder management and negotiation skills