Analyst Programmer

Job Description

• Years of Experience 4-6 years of relevant experience in business analysis for CRM, case management, or enterprise platforms.
  

Key Responsibilities

• Engage stakeholders to gather and clarify business, functional, and operational requirements for Salesforce CRM.
  
• Produce user stories, business requirements, process maps, functional specifications, field mappings, and acceptance criteria.
  
• Analyse current and future-state workflows covering customer service, case handling, operational processes, and knowledge support.
  
• Support requirement definition for integrated processes involving customer data, case data, portal interactions, and supporting systems.
  
• The architecture document shows Salesforce CRM integrating with systems such as Master Database Management system, MySkillsFuture etc.
  
• Support UAT preparation, test scenario design, defect clarification, and business validation.
  
• Assess business impact, dependencies, and process implications for change requests.
  
• Work closely with engineers, architects, and product/operations leads to ensure completeness and feasibility of requirements.
  
• Prepare release notes, SOP inputs, and stakeholder communications where needed.
  

Requirements

• Experience as a Business Analyst in CRM, case management, or enterprise platform delivery.
  
• Experience with Salesforce CRM / Salesforce Service Cloud.
  
• Strong requirements elicitation and documentation skills.
  
• Ability to work across business and technical teams.
  
• Strong communication and stakeholder facilitation capability.