Activate Interactive Pte Ltd (Activate) is a leading technology consultancy headquartered in Singapore with a presence in Malaysia and Indonesia. Our clients are empowered with quality, cost-effective, and impactful end-to-end application development, like mobile and web applications, and cloud technology that remove technology roadblocks and increase their business efficiency.
We believe in positively impacting the lives of people around us and the environment we live in through the use of technology. Hence, we are committed to providing a conducive environment for all employees to realize their full potential, who in turn have the opportunity to continuously drive innovation.
We are searching for our next team members to join our growing team.
If you love the idea of being part of a growing company with exciting prospects in mobile and web technologies that create positive impact on people's lives, then we would love to hear from you.
This is a 12 months fixed term contract role.
What will you do
As a Digital Business Analyst for Websites & CRM Systems, you will serve as the critical bridge between business stakeholders and technical teams, ensuring that digital transformation initiatives deliver maximum value and meet user needs. You will be responsible for conducting comprehensive business analysis, requirements gathering, and solution design for MOE's website modernization and CRM transformation projects. Working closely with product managers and project managers, you will translate complex business requirements into clear technical specifications whilst ensuring alignment with organizational objectives and user experience goals.
Your primary focus will be analyzing current state processes, identifying improvement opportunities, and designing future state solutions for AI-powered CRM systems, knowledge management platforms, and internet-facing applications serving parents, educators, and internal staff.
Business Requirements Analysis
- Conduct comprehensive analysis of current business processes related to customer service operations, knowledge management, and parent-facing services. Engage with stakeholders across headquarters and schools to gather detailed functional and non-functional requirements. Document business rules, workflows, and integration requirements for CRM and website transformation initiatives.
Process Mapping and Optimization
- Create detailed current state and future state process maps for customer service workflows, knowledge sharing procedures, and online application processes. Identify inefficiencies, bottlenecks, and improvement opportunities in existing systems and processes. Design optimized workflows that leverage AI capabilities and self-service functionalities.
CRM System Analysis and Design
- Analyze existing bespoke CRM system capabilities and limitations, documenting gaps and improvement opportunities. Define requirements for AI-powered customer service features, including call agent functionality, intelligent routing, and escalation protocols. Collaborate with technical teams to design integration points between CRM systems and other MOE applications.
Website and Knowledge Management Requirements
- Gather and document requirements for internet-facing applications, including mother tongue language appeals platforms and knowledge management systems. Define user stories, acceptance criteria, and functional specifications for self-service capabilities. Analyze information architecture requirements and design intuitive user journeys for parents and educators.
Data Analysis and Insights
- Conduct data analysis to identify trends, patterns, and opportunities for improvement in customer service metrics and website usage. Define key performance indicators and success metrics for new systems. Analyze user behavior data to inform design decisions and optimization strategies.
Solution Design and Documentation
- Create comprehensive business requirements documents, functional specifications, and user acceptance criteria. Develop wireframes, mockups, and process flows to communicate solution designs to technical teams. Maintain traceability matrices linking business requirements to technical specifications and test cases.
Testing and Quality Assurance
- Develop comprehensive test scenarios and user acceptance testing plans. Coordinate testing activities with business users and technical teams. Validate that delivered solutions meet business requirements and provide expected value to users.
Stakeholder Engagement and Training
- Facilitate workshops, interviews, and focus groups with business stakeholders to gather requirements and validate solutions. Support change management activities by documenting process changes and training materials. Assist in user training and system adoption initiatives.
Requirements
- Minimum 4 years of business analysis experience with focus on digital transformation and system modernization projects
- Proven experience analyzing CRM systems and customer service processes, preferably in government or public sector environments
- Strong knowledge of business analysis methodologies including requirements gathering, process mapping, and solution design
- Experience with website development projects and internet-facing application analysis
- Demonstrated expertise in data analysis and performance metrics definition
- Understanding of AI and automation technologies in business process contexts
- Knowledge of government data governance, security requirements, and compliance frameworks
- Experience with user experience design principles and customer journey mapping
- Excellent analytical and problem-solving skills with attention to detail
- Outstanding communication and facilitation skills with ability to work with diverse stakeholder groups
- Proficiency with business analysis tools, documentation standards, and requirements management
Preferred Qualifications
- Experience with leading CRM platforms such as Salesforce, Microsoft Dynamics, or ServiceNow
- Background in knowledge management system analysis and information architecture
- Understanding of Singapore Government Tech Stack components and integration patterns
- Experience with AI-powered customer service solutions and chatbot implementations
- Knowledge of contact center operations and customer service metrics
- Certification in business analysis (CBAP, CCBA, or equivalent)
Key Competencies
- Analytical thinking with strong problem-solving and critical reasoning abilities
- Customer-centric mindset with deep understanding of user experience principles
- Systems thinking approach to complex business process analysis
- Strong facilitation and stakeholder management skills
- Adaptability and learning agility in rapidly evolving technology environments
- Attention to detail with commitment to quality and accuracy in documentation
- Collaborative approach with ability to work effectively across technical and business teams
Benefits
What do we offer in return
- Fun working environment
- Employee Wellness Program
- To work in Singapore Government Agencies projects
- We provide structured development framework and growth opportunities. (We are a SHRI 2025 Gold winner in Learning & Development Coaching & Mentoring)
Why you'll love working with us
If you are looking for opportunities to collaborate with leading industry experts and be surrounded by highly motivated and talented peers, we welcome you to join us. We provide all employees with equal opportunities to grow and develop with us. We believe your success is our success.
Does it sound like something you are interested in exploring further Please be in touch with our team for an initial chat at
Activate Interactive Singapore is an equal opportunity employer. Employment decisions will be based on merit, qualifications and abilities. Activate Interactive Pte Ltd does not discriminate in employment opportunities or practices on the basis of race, color, religion, gender, sexuality, national origin, age, disability, marital status or any other characteristics protected by law.
Protecting your privacy and the security of your data are longstanding top priorities for Activate Interactive Pte Ltd.
Your personal data will be processed for the purposes of managing Activate Interactive Pte Ltd's recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results, and as is otherwise needed in the recruitment and hiring processes.
Please consult our Privacy Notice (https://www.activate.sg/privacy-policy) to know more about how we collect, use, and transfer the personal data of our candidates. Here you can find how you can request for access, correction and/or withdrawal of your Personal Data.
