Business Analyst (BAU Support & Governance) – Public Sector

Company Overview Established in 2010, Vinova is an award-winning development company specializing in mobile, web, and enterprise applications. We serve global clients across IoT, blockchain, fintech, banking, networking, and ecommerce, delivering quality, flexible, and fast solutions. Job Summary The Business Analyst (BAU Support & Governance) manages BAU support, system governance, and continuous improvement for the CFMS CRM, ensuring system stability, peak performance, and effective use to support digital services and stakeholder engagement. Responsibilities • Oversee daily BAU operations of the CFMS to maintain high system availability, performance, and reliability • Serve as the primary contact for internal business users to resolve CRM issues, handle service requests, and gather enhancement ideas • Manage, prioritize, and track incidents, service requests, and change requests according to Service Level Agreements (SLAs) • Conduct root cause analysis for system issues and coordinate resolution with internal IT teams, external vendors, and GovTech • Oversee system configuration, release management, and change control for Microsoft Dynamics 365 CRM • Enforce system governance and ensure compliance with public sector IT policies and guidelines • Ensure strict adherence to data protection requirements under the Personal Data Protection Act (PDPA) • Maintain detailed system documentation, Standard Operating Procedures (SOPs), and internal knowledge base articles • Optimize CRM processes by configuring workflows, business rules, forms, and dashboards within Microsoft Dynamics 365 • Ensure data quality, integrity, and proper usage to support policy-making and operational insights via reporting and analytics • Proactively recommend improvements to enhance user experience and operational efficiency • Support system enhancements and new releases through requirement analysis, user acceptance testing (UAT), and deployment coordination Preferred competencies and qualifications • Experience working within or closely with Singapore Public Sector agencies and interfacing with GovTech • Proficiency with requirements management and agile tools such as JIRA and Confluence • Demonstrated ability to manage external vendors and support service delivery in an SLA-driven environment • Strong analytical, troubleshooting, and problem-solving skills • Excellent stakeholder management and communication skills to bridge technical teams and business users