Business Analyst

Key Responsibilities:

• Oversee day-to-day BAU operations of the client's system, ensuring high availability, performance, and reliability
  
• Act as the primary point of contact for business users on CRM-related issues, service requests, and enhancements
  
• Manage and priorities incidents, service requests, and change requests in accordance with service level agreements (SLAs)
  
• Perform root cause analysis and drive resolution of system issues in collaboration with IT teams, vendors, and a government  Agency
  
• Oversee system configuration, release management, and change control for Microsoft Dynamics 365
  
• Ensure data quality, integrity, and proper usage across the system
  
• Recommend continuous improvements
  
• Enforce governance and compliance with relevant policies
  
• Ensure adherence to data protection requirements under the Personal Data Protection Act
  
• Support enhancements and releases, including requirement analysis, testing, and deployment coordination
  
• Maintain system documentation, SOPs, and knowledge base articles
  
• Drive data quality, reporting, and analytics to support policy-making and operational insights

Qualifications / Skills / Requirements

• Knowledge of CRM configurations (e.g., workflows, business rules, forms, dashboards) within Microsoft Dynamics 365
• Strong analytical, troubleshooting, and stakeholder management skills is preferred
• Ability to manage vendors and support service delivery in an SLA-driven environment is preferred
• Proficiency with requirements management tools (e.g., JIRA, Confluence)