Business Analyst (Salesforce CRM) - A26162

This is a 12 months fixed term contract role.

• 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.
• Analyze 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 engi...