IT Business Analyst

This Business Analyst has to manage Business-As-Usual (BAU) support, governance and continuous improvement for the organisation's Customer Feedback Management System (CFMS) built on Microsoft Dynamics 365. This role ensures the stability, performance, and effective utilisation of CRM to support the organisation's digital services, including stakeholder engagement and feedback management. Job description a. Oversee day-to-day BAU operations of the CFMS, ensuring high availability, performance, and reliability. b. Act as the primary point of contact for business users on CRM-related issues, service requests, and enhancements. c. Manage and prioritise incidents, service requests, and change requests in accordance with service level agreements(SLAs). d. Perform root cause analysis and drive resolution of system issues in collaboration with IT teams, vendors, and Government Technology Agency. e. Knowledge of CRM configurations (e.g.,workflows, business rules, forms, dashboards) within Microsoft Dynamics 365. f. Oversee system configuration, release management, and change control for Microsoft Dynamics 365. g. Ensure data quality, integrity, and proper usage across the system. h. Recommend continuous improvements. i. Enforce governance and compliance with relevant policies. j. Ensure adherence to data protection requirements under the Personal Data Protection Act. k. Support enhancements and releases, including requirement analysis, testing, and deployment coordination. l. Maintain system documentation, SOPs, and knowledge base articles. m. Drive data quality, reporting, and analytics to support policy-making and operational insights. Minimum Educational Qualification The Business Analyst shall preferably possess a Degree or Diploma in Computer Science, Computer or Information Technology or related disciplines. Skill Level Requirement The candidates should be at the Consultant level with 4 to 7 years of relevant experience. Strong analytical, troubleshooting, and stakeholder management skills is preferred. Ability to manage vendors and support service delivery in an SLA-driven environment is preferred. Proficiency with requirements management tools (e.g., JIRA, Confluence).