Business Analyst (Microsoft Dynamics 365)

Job Description

Business Analyst (Microsoft Dynamics 365 CRM)

We are looking for an experienced Business Analyst with 4-7 years of relevant experience to manage Business-As-Usual (BAU) support, governance, and continuous improvement for a Customer Feedback Management System built on Microsoft Dynamics 365. This role will ensure system stability, performance, and effective utilisation while supporting digital service delivery and operational excellence.

• Government Project
• Up to $9000/month
• AWS + up to 21 ALs

Key Responsibilities

• Oversee day-to-day BAU operations of the CRM platform, ensuring system availability, performance, and reliability
• Act as the primary point of contact for business users on system issues, service requests, and enhancement requests
• Manage and prioritise incidents, service requests, and change requests in accordance with agreed service levels
• Perform root cause analysis and coordinate issue resolution with internal IT teams and external vendors
• Support Microsoft Dynamics 365 configuration, including workflows, business rules, forms, dashboards, and related system settings
• Manage system configuration, release planning, change control, and deployment coordination
• Ensure data quality, integrity, and proper system usage across business functions
• Identify and recommend continuous improvements to optimise business processes and system capabilities
• Ensure governance, compliance, and adherence to relevant data protection policies and standards
• Support enhancement initiatives through requirement gathering, testing, user acceptance support, and release implementation
• Maintain system documentation, SOPs, and knowledge base materials
• Generate reports, dashboards, and insights to support operational monitoring and decision-making

Requirements

• 4-7 years of experience in Business Analysis, BAU application support, or CRM system support
• Hands-on experience with Microsoft Dynamics 365 CRM
• Strong knowledge of CRM configurations, workflows, business rules, forms, dashboards, and system administration concepts
• Experience managing incidents, change requests, and releases in an SLA-driven support environment
• Strong analytical, troubleshooting, and problem-solving skills
• Excellent stakeholder management and communication skills
• Experience coordinating with vendors and managing service delivery
• Proficiency with JIRA, Confluence, or similar requirements management tools
• Familiarity with data governance, compliance, and data protection requirements is an advantage

Interested candidates may click on apply or apply via email to

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Kenwi Goh Jian Wee - R26159880
ScienTec Consulting Pte Ltd - 11C5781