Business Analyst (Microsoft D365) - 2 Year Contract

We are looking for an experienced Business Analyst to support a Customer Feedback Management System (CFMS) built on Microsoft Dynamics 365 CRM for a Singapore Government agency. The role focuses on Business-As-Usual support, stakeholder management, incident handling, system enhancements, and ensuring smooth day-to-day operations of the CRM platform. Responsibilities• Manage day-to-day Business-As-Usual support for Microsoft Dynamics 365 CRM • Handle incidents, service requests, and change requests • Work closely with business users, vendors, and technical teams • Support system enhancements, testing, and releases • Perform requirement gathering and documentation • Ensure data quality and compliance with governance policies • Maintain system documentation and reports • Recommend process and system improvements Requirements• Minimum 4 years of relevant experience as a Business Analyst supporting CRM systems • Hands-on experience with Microsoft Dynamics 365 CRM • Experience in Application Support / Business-As-Usual support environment • Knowledge of incident management and change management processes • Strong stakeholder communication and coordination skills • Familiar with JIRA and Confluence • Government project experience is a plus Preferred• Experience in Service Level Agreement-driven support environment • Knowledge of Personal Data Protection Act compliance • ITIL certification is an advantage