Senior Business Analyst CRM

Job Title / Role : Senior Business Analyst CRM

Location : Chennai, Thoraipakkam

Experience : 6+ Years

Job Summary / Objective

Serves as a subject matter expert for assigned Customer Relationship Management (CRM) systems, business applications, and integrated platforms. Partners with internal customers to bridge the business needs with the business applications' capabilities. Defines, configures, customizes, tests, and delivers business application enhancements to meet short- and long-term business objectives. Liaises with service providers and / or internal software developers to implement enhancements and customizations. Creates and delivers training materials to drive the adoption of business applications across the organization.

Key Responsibilities & Duties (essential to the job)

Collaborates with stakeholders to gather, analyze, and document business requirements related to CRM systems, processes, and data. Recommends innovative solutions to meet business requirements.

Seeks and implements application-ready features and functions, proactively, to improve the end-user experience; formulates processes and guidelines to support a cohesive system across all user groups.

Defines, designs, and performs application configurations and basic customizations that fulfill user requirements; works in conjunction with software engineers when advanced customization and software development is required.

Creates and executes unit, integration, and regression test plans to ensure all enhancements meet the highest quality standards.

Monitors and assesses the CRM system's performance, gathers feedback, and recommends system enhancements and improvements.

Collaborates with internal teams to transform complex business and functional requirements into technical solutions; provides thoughtful work-level estimates for cost / benefit analysis, and recommends alternate solutions to meet business needs when more appropriate.

Supports internal customers through assigned business applications / module(s) and integrated applications (e.g., marketing automation platforms, customer success platforms, artificial intelligence sales tools, sales territory management tools, etc.).

Resolves inquiries by coaching users on working within the existing applications; supports end-user requests for reports, Key Performance Indicators (KPIs), dashboards, and other ad hoc needs. Guides and advises users when change requests are needed for more involved system customizations.

Provides guidance and support to end-users, ensuring that business applications adhere to consistent usage conventions, best practices, and data integrity, while ensuring compliance with data privacy and security regulations and implementing protective measures for customer data.

Serves as the primary contact and liaison for global customer-facing teams.

Assists in maintenance and technical support of business applications; troubleshoots issues by identifying root causes and viable resolutions; drives continuous improvement activities to prevent future system issues.

Develops and maintains reporting and analytics capabilities within the CRM system to track performance, customer behavior, and critical metrics.

Creates and maintains training materials that educate end-users on how to work with business applications and train users to drive adoption, usage, and best practices.

Identifies, evaluates, and recommends new or additional technologies to support and improve business processes—interfaces with software vendors and suppliers supporting business application software.

Education

A bachelor’s degree from an accredited college or university is required, with a focus in on Technology, Accounting, Business Management, or a related discipline. In the absence of a degree, equivalent work experience directly related to the role's key responsibilities will be considered a substitute for the degree.

Experience and Skills :

At least 6 years of experience supporting enterprise business applications, with a proven track record leading, performing, and implementing Microsoft Dynamics CRM enhancements, including user interface customization, workflow, dialog configuration, building business process flows, creating custom entities and fields, managing user access and permissions across multiple business units, and integrations with third-party applications.

Prior experience working directly with Microsoft Dynamics CRM, Microsoft Dynamics NAV, and other ERP platform solutions.

Ability to perform high-level strategic systems analysis.

Ability to coach and mentor junior-level team members.

Can work proactively and independently under limited supervision to drive work forward.

Portrays strong business acumen and OEC product and service knowledge.

Must have skills

CRM Dynamics Expertise / Experience

Understanding of CRM modules & workflows (Sales, Marketing, Customer Service, etc.).

Functional experience of CRM enhancement and customization projects

Requirements Gathering & Documentation

Writing business requirement documents (BRDs), user stories, functional specs, and process flows.

Effective communication with stakeholders and technical teams

Change management and user training

Nice to have skills

Familiarity with API integrations and middleware tools.

Knowledge of Agile / Scrum methodologies.

Tools : Excel, Visio

Perks and Benefits :

Competitive salary and benefits

Group Medical Insurance

ICICI Bank Multi Wallet

Collaborative workspace

Flexible working hours

Hybrid working model