Job Description – CRM Business Analyst

Location: Pakistan (Remote)
Job Type: Full-Time
Experience: 6+ Years of Experience.

Role Title: CRM Business Analyst

Role Purpose:

The CRM Business Analyst will serve as the key liaison between Business Units and IT, responsible for analyzing, articulating, and documenting all CRM-related business requirements. The role involves understanding current processes, proposing improvements, and ensuring optimal utilization of CRM systems in collaboration with IT, Enterprise Architecture (EA), and relevant stakeholders.

The CRM BA will support digital transformation initiatives by converting business needs into clear, structured requirements such as Business Requirement Documents (BRD), User Stories, Process Flows, and Wireframes.

Key Responsibilities:

Core Responsibilities:

• Analyze submitted business requirements and develop an initial understanding of needs, identifying clarifications and preparing queries.

• Coordinate requirement-gathering sessions with IT Project Managers and business stakeholders to understand current and proposed CRM processes.

• Conduct detailed elicitation sessions with relevant stakeholders to capture all necessary information for CRM enhancements or change requests.

• Evaluate existing business processes, identify gaps, and propose improved “To-Be” processes, including workflows and wireframes where applicable.

• Prepare detailed documentation such as BRD, DOU, and User Stories with acceptance criteria, ensuring internal IT review before circulating to business units.

• Update requirement documents based on feedback from IT and Business, ensuring complete alignment before final approval.

• Support the IT Project Manager during System Integration Testing (SIT) and System Acceptance Testing (SAT), and assist business teams during UAT.

• Perform impact assessments for proposed changes and prepare assessment reports when required.

• Assist team members on cross-functional projects as directed by the Line Manager.

• Maintain and update personal task lists on a daily basis, ensuring visibility and progress tracking.

Qualifications & Experience:

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field.

• Experience: 7–8 years of proven experience as a Business Analyst, preferably in CRM or IT-focused roles.

• Certifications (Preferred):

  • IIBA-CCBA

  • IIBA-CBAP

  • PMI-PBA

• Skills:

  • Strong analytical and problem-solving skills

  • Excellent documentation and requirement-gathering skills

  • Ability to communicate effectively in English (written & spoken)

Preferred Background:

• Prior experience working in IT or CRM-driven environments

• Strong understanding of CRM systems, business workflows, and process re-engineering

• Ability to work collaboratively across technical and business teams

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