We are looking for an experienced Business Analyst (BA) with strong expertise in CRM platform within Banking domain. The ideal candidate should have excellent analytical skills, experience in requirement gathering, documentation, and a good understanding of databases, APIs, and end-to-end software delivery processes. The BA will work closely with and provide end-to-end support to the Project Manager, serving as the primary link between business stakeholders, technology teams, and vendors to ensure seamless coordination and high-quality solution delivery.
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.
Required Skills & Experience
Mandatory
- 58 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
