HAVE WORKING EXPERIENCE ONE OR MORE OF THE FOLLOWING TOOLS:

• MS Office, Visio
• Jira, Confluence

IDEALLY, YOU’LL ALSO HAVE EXPERIENCE IN ONE OR MORE OF THE FOLLOWING:

• Have ability to deal with ambiguity and uncertainty
• Experience with process designs and modelling
• Conducting Workshops and interviews
• Have ability to build and manage relationships across business and technology stakeholders

We are seeking a highly skilled and experienced Business Analyst with an expertise in Channels and mobile technology and a strong background in CRM (Customer Relationship Management) solutions. The ideal candidate will be adept at understanding business needs, defining requirements, and analysing complex processes to implement effective channel strategies and solutions that enhance customer engagement and drive business growth.

• Conduct thorough analysis of existing processes and systems, identifying areas for improvement and integration with customer and digital channel solutions.
• Collaborate with cross-functional teams to identify and prioritize business requirements for channel strategies, including sales, marketing, and customer service.
• Develop and prioritise detailed EPICs, user stories, and functional specifications to guide the development and implementation of channel solutions.
• Serve as a liaison between business stakeholders and technical teams, ensuring clear communication and understanding of requirements and objectives.
• Support the design and implementation of channel solutions using CRM platforms, ensuring alignment with business goals and compliance with industry best practices.
• Facilitate user acceptance testing (UAT) and provide support during the rollout of new features and enhancements.
• Provide training and documentation to end-users to ensure successful adoption of new channel solutions and processes.
• Have experience in using collaboration tools like confluence and JIRA
• Manage and prioritize the backlog of channel / mobile enhancements and work closely with the project management team to ensure timely delivery of solutions

YOUR KEY RESPONSIBILITIES

We are seeking a highly skilled and experienced Business Analyst with an expertise in Channels and mobile technology and a strong background in CRM (Customer Relationship Management) solutions. The ideal candidate will be adept at understanding business needs, defining requirements, and analysing complex processes to implement effective channel strategies and solutions that enhance customer engagement and drive business growth.

• Conduct thorough analysis of existing processes and systems, identifying areas for improvement and integration with customer and digital channel solutions.
• Collaborate with cross-functional teams to identify and prioritize business requirements for channel strategies, including sales, marketing, and customer service.
• Develop and prioritise detailed EPICs, user stories, and functional specifications to guide the development and implementation of channel solutions.
• Serve as a liaison between business stakeholders and technical teams, ensuring clear communication and understanding of requirements and objectives.
• Support the design and implementation of channel solutions using CRM platforms, ensuring alignment with business goals and compliance with industry best practices.
• Facilitate user acceptance testing (UAT) and provide support during the rollout of new features and enhancements.
• Provide training and documentation to end-users to ensure successful adoption of new channel solutions and processes.
• Have experience in using collaboration tools like confluence and JIRA
• Manage and prioritize the backlog of channel / mobile enhancements and work closely with the project management team to ensure timely delivery of solutions.

TO QUALIFY FOR THE ROLE, YOU MUST HAVE

• Bachelor’s degree in business administration, Information Systems, Computer Science, or a related field.
• Minimum of 5 years of experience with a blue-chip consulting firm as a Business Analyst with a focus on channel strategies and solutions.
• Proficiency in customer and digital platforms like Salesforce and Microsoft platforms, including Dynamics 365, Power Platform, and other related technologies.
• Strong understanding of CRM best practices and industry standards.
• Proven experience in requirements gathering, process mapping, and business process reengineering.
• Excellent analytical, problem-solving, and decision-making skills.
• Strong communication and interpersonal skills, with the ability to engage effectively with both technical and non-technical stakeholders.
• Experience with Agile methodologies and tools such as Confluence, JIRA or Azure DevOps.
• Relevant certifications in CRM solutions and Business Analysis are a plus.
• Knowledge of data privacy and compliance requirements relevant to multi-channel solutions.