Business Analyst – CRM

We are seeking an experienced Business Analyst – CRM to work with business stakeholders, CRM vendors, and technical delivery teams to gather, analyze, document, and validate business requirements for CRM initiatives within a banking environment.

The successful candidate will be responsible for preparing Business Requirements Documents (BRDs) and Functional Requirements Documents (FRDs), conducting gap and fit analysis, reviewing vendor solutions, defining system integration requirements, and supporting User Acceptance Testing (UAT). The role requires strong stakeholder management, analytical, documentation, and communication skills, along with hands-on experience using Jira.

Key Responsibilities

• Engage with business stakeholders to gather, analyze, document, and validate requirements through workshops, meetings, and process analysis.
• Translate business needs into clear and structured BRDs, FRDs, and functional requirements.
• Communicate requirements to CRM vendors and delivery teams and facilitate clarification sessions.
• Review vendor proposals, solutions, and functional designs to ensure alignment with business requirements.
• Conduct gap and fit analysis between business needs and standard CRM functionality.
• Define integration requirements between CRM platforms, core banking systems, and other banking applications.
• Use Jira to manage requirements, track open issues, document decisions, monitor action items, and report progress.
• Obtain stakeholder approvals and sign-off on requirements in accordance with project governance.
• Support UAT activities by assisting business users, coordinating testing, tracking defects, and following up on resolutions.
• Manage change requests and assess their impact on project scope and requirements.
• Ensure the proper handover of approved requirements and documentation to vendors for implementation.

Required Qualifications and Experience

• Bachelor's degree in Business Administration, Information Systems, Computer Science, Finance, or a related field.
• 4–6+ years of experience as a Business Analyst, preferably within banking or financial services.
• Proven experience working on CRM implementation or enhancement projects.
• Strong understanding of banking applications and business processes, including core banking, customer onboarding, KYC/AML, and customer service.
• Hands-on experience with Jira for backlog management, requirement tracking, and project reporting.
• Experience preparing BRDs, FRDs, and other business and functional documentation.
• Experience coordinating with business stakeholders, technical teams, and external vendors.
• Familiarity with Confluence is an advantage.

Required Skills

• Communication: Excellent verbal and written communication skills, with the ability to translate business requirements into technical specifications and explain technical concepts to business users.
• Stakeholder Management: Ability to facilitate workshops, manage expectations, and resolve conflicting priorities across departments.
• Analytical Thinking: Strong problem-solving, gap analysis, and attention to detail.
• Documentation: Ability to produce clear, structured, accurate, and consistent requirement documents.
• Project Coordination: Ability to track requirements, manage changes, and support delivery activities within established timelines.

Pay: From RO1,000.000 per month

Work Location: In person