Business Analyst

Role Overview

This role is focused on supporting the day-to-day business-as-usual operations of the CFMS platform. The position is centred on keeping the system stable, responsive, and dependable while serving as the main business-facing contact for CRM-related support and improvement requests.

Key Responsibilities

• Take ownership of routine CFMS operations and help ensure the platform remains available, efficient, and dependable.
• Serve as the first point of contact for users who raise CRM issues, service requests, or enhancement needs.
• Track, prioritise, and manage incidents, requests, and change items in line with SLA commitments.
• Investigate the underlying cause of system problems and work with internal IT teams, external vendors, and the Government Technology Agency to resolve them.
• Handle Microsoft Dynamics 365 CRM configuration concepts such as workflows, business rules, forms, and dashboards.
• Oversee system setup, release coordination, and change control activities for Microsoft Dynamics 365.
• Maintain strong data quality standards, protect data integrity, and promote correct system usage.
• Identify opportunities for process and system improvement and recommend practical enhancements.
• Apply governance controls and ensure compliance with applicable policies and procedures.
• Follow data protection obligations under the Personal Data Protection Act.
• Contribute to enhancement and release activities by analysing requirements, supporting testing, and coordinating deployment.
• Keep system documentation, SOPs, and knowledge articles current and usable.
• Support reporting, analytics, and data quality efforts that help inform policy decisions and operational analysis.

Skills and Working Style

• Strong analytical thinking and problem-solving ability.
• Comfort working in a troubleshooting-heavy environment.
• Good stakeholder communication and coordination skills.
• Experience managing vendors and service delivery in an SLA-led setup.
• Working knowledge of requirement tracking tools such as JIRA and Confluence.

Additional Information

Experience in CRM support, configuration, change management, or BAU operations is relevant to this position. The role requires close collaboration across business, IT, vendor, and government stakeholders, with a strong focus on compliance, quality, and service continuity.