Description

Key Responsibilities
• Engage with senior BA, business stakeholders to gather, analyse, and document requirements for CRM.
• Translate business requirements into Functional Specifications (FSD), User Stories, Data dictionaries and Process Flows (AS-IS/TO-BE).
• Support impact assessments, feasibility studies, and solution design discussions.
• Work closely with CRM architecture team, data team, development team to design workflows, data mappings, and integration requirements.
• Collaborate with architects/developers for API definitions, payload validation, integration behavior, data translations and error handling.
• Collaborate with Data Analyst in performing data analysis using SQL for validation, reporting, and troubleshooting.
• Define UAT test scenarios, coordinate UAT execution, and manage defect tracking and closure.
• Ensure all functional and non-functional requirements are met before go-live.
• Support production rollouts, training sessions, and post-deployment stabilization.
• Work closely with Project manager and support in end-to-end delivery.
• Coordinate across business, operations, compliance, technology, and vendor teams.
• Facilitate workshops, sprint ceremonies, and review sessions.
• Communicate progress, risks, and issues proactively.

Mandatory
• 5-8 years of experience as a Business Analyst in the Banking domain
• Strong understanding of CRM system, customer 360, customer servicing journeys, workflows, sale and campaign modules.
• Ability to understand surround systems of the bank and integration approach with CRM.
• Solid technical knowledge in SQL / Database concepts, Data mapping & transformation
• Experience writing BRDs, FSDs, user stories, acceptance criteria, and process flows.
• Strong experience in UAT coordination, test case preparation, and defect lifecycle management.
• Hands-on experience working with Agile/Scrum methodologies (Jira / Azure DevOps).
Nice to Have
• Experience with MS Dynamics 365, MS Power Platform.
• Experience in performance testing, user training, and SOP preparation.
• Certifications: CBAP, Scrum Master/Product Owner, CRM certifications.
Key Competencies
• Analytical thinking and problem-solving
• Attention to detail
• Excellent communication & documentation skills
• Ability to work with cross-functional teams
• Stakeholder management and negotiation skills