We are looking for an experienced Business Analyst to support a Customer Feedback Management System (CFMS) built on Microsoft Dynamics 365 CRM for a Singapore Government agency.
The role focuses on Business-As-Usual support, stakeholder management, incident handling, system enhancements, and ensuring smooth day-to-day operations of the CRM platform.
Responsibilities
- Manage day-to-day Business-As-Usual support for Microsoft Dynamics 365 CRM
- Handle incidents, service requests, and change requests
- Work closely with business users, vendors, and technical teams
- Support system enhancements, testing, and releases
- Perform requirement gathering and documentation
- Ensure data quality and compliance with governance policies
- Maintain system documentation and reports
- Recommend process and system improvements
Requirements
- Minimum 4 years of relevant experience as a Business Analyst supporting CRM systems
- Hands-on experience with Microsoft Dynamics 365 CRM
- Experience in Application Support / Business-As-Usual support environment
- Knowledge of incident management and change management processes
- Strong stakeholder communication and coordination skills
- Familiar with JIRA and Confluence
- Government project experience is a plus
Preferred
- Experience in Service Level Agreement-driven support environment
- Knowledge of Personal Data Protection Act compliance
- ITIL certification is an advantage
