Business Analyst (Microsoft Dynamics 365 CRM)

• 1-year contract • Government project • Hybrid work arrangement We are seeking a Business Analyst to support and enhance the Customer Feedback Management System (CFMS), a Microsoft Dynamics 365-based platform that manages public feedback and enquiries across multiple channels, including phone, email, and online forms. In this role, you will oversee day-to-day operations of the CRM platform, ensuring system stability, service quality, and continuous improvement while working closely with business stakeholders, vendors, and technical teams. Key Responsibilities • Manage BAU operations, support, and governance of the Microsoft Dynamics 365 CRM platform. • Serve as the primary point of contact for business users on incidents, service requests, and enhancement requests. • Monitor and manage service delivery in accordance with established SLAs. • Conduct root cause analysis and coordinate issue resolution with internal teams, vendors, and relevant government agencies. • Support CRM configuration activities, including workflows, business rules, forms, dashboards, and release management. • Drive continuous improvements to system functionality, user experience, and operational processes. • Ensure data quality, integrity, and compliance with governance and data protection requirements. • Support enhancement projects through requirements gathering, testing, deployment coordination, and user acceptance activities. • Maintain system documentation, SOPs, knowledge articles, and operational procedures. • Develop reports, dashboards, and analytics to support business insights and decision-making. Requirements • Bachelor's degree in Information Technology, Business, Computer Science, or a related discipline. • 3 years of experience in supporting or administering CRM platforms, preferably Microsoft Dynamics 365. • Familiarity with CRM configurations such as workflows, business rules, forms, and dashboards. • Experience managing incidents, service requests, and change requests within an SLA-driven environment. • Strong analytical, troubleshooting, and stakeholder management skills. • Experience working with vendors and coordinating service delivery. • Knowledge of requirements management and collaboration tools such as JIRA and Confluence. • Understanding of data governance, compliance, and data protection principles will be advantageous. Preferred Experience • Experience supporting customer service, case management, or feedback management systems. • Experience within the Singapore Public Sector or government-linked organisations will be an advantage.