Responsibilities
Collaborate with stakeholders to gather and document business requirements for CRM system enhancements and new implementations.
Serve as a Subject Matter Expert (SME) within all aspects of CRM modules and analyze business processes.
Analyze business Processes and Provide recommendations for improving the effectiveness of the company's CRM strategy.
Develop detailed functional specifications and use cases to guide the development and implementation of CRM solutions.
Work with the development team to ensure that solutions are aligned with business requirements and delivered on time using Agile practices.
Facilitate requirements-gathering, develop user stories, process flows, use cases and assist user acceptance testing (UAT) and provide training and support to end-users.
Monitor and evaluate the performance of CRM systems and recommend enhancements to improve efficiency and effectiveness.
Stay up to date with industry trends and best practices in CRM systems and business analysis.
Adhere to IT governance and delivery policies like change management, data retention, etc.

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