Job Description

•  Years of Experience 4–6 years of relevant experience in business analysis for CRM, case management, or enterprise platforms. 
  

Key Responsibilities 

• Engage stakeholders to gather and clarify business, functional, and operational requirements for Salesforce CRM. 
  
• Produce user stories, business requirements, process maps, functional specifications, field mappings, and acceptance criteria. 
  
• Analyse current and future-state workflows covering customer service, case handling, operational processes, and knowledge support. 
  
• Support requirement definition for integrated processes involving customer data, case data, portal interactions, and supporting systems. 
  
• The architecture document shows Salesforce CRM integrating with systems such as Master Database Management system, MySkillsFuture etc. 
  
• Support UAT preparation, test scenario design, defect clarification, and business validation. 
  
• Assess business impact, dependencies, and process implications for change requests. 
  
• Work closely with engineers, architects, and product/operations leads to ensure completeness and feasibility of requirements.
  
• Prepare release notes, SOP inputs, and stakeholder communications where needed. 
  

Requirements 

• Experience as a Business Analyst in CRM, case management, or enterprise platform delivery. 
  
• Experience with Salesforce CRM / Salesforce Service Cloud. 
  
• Strong requirements elicitation and documentation skills. 
  
• Ability to work across business and technical teams. 
  
• Strong communication and stakeholder facilitation capability.