CRM Business Analyst

This job has now expired please search on the home page to find live IT Jobs.

CRM Business Analyst

Our Public Sector client is looking for a business analyst with proven experience of supporting business teams in analysing how they manage external organisation stakeholders (customers), identifying related benefits, building business cases and defining high level requirements and approach to procuring appropriate tools and solutions to support strategic stakeholder relationship management as well as compliant contact record management.

This role will sit within the Digital Workplace team who are responsible for the management and support of the new Digital Workplace blueprint and services.

The team are currently mainly working remotely, but this will likely change to be more office based in the coming months. We would expect this role to be a mix of working remotely and from the Manchester office - the balance of how much will likely change over the course of the contract. Any applicants must be able and comfortable to commute into central Manchester as required.

The specialist will be working on:Mapping and analysing groups of external organisation stakeholders (customers).Identify strategic outcomes, user and business needs, identify related benefits, build business cases,Defining high level functional/non-functional requirements and evaluate CRM tools and solutions, make recommendations about new tools,Work closely with data strategy and governance strand, identify critical dependencies relating to data strategy work and master data management.Process mapping and automation.

Skills and ExperienceExperience of collaborating with internal organisation stakeholders at all levels with conflicting priorities/needs to identify strategic goals and outcomes for design of a new service/productExperience of mapping customer (stakeholder) relationship management needs and translating into high level requirements from both a user needs and strategic business perspective in a NON-SALES environmentExperience of presenting complex concepts and recommendations to senior business stakeholders and governance groups in user-friendly languageAbility to undertake gap analysis and recommendations on 'as is' and 'to be' statesExperience of drafting business cases including cost and options analysisExperience of working with multiple internal organisation stakeholder groups to map impacts and benefits and identifying specific measures and mechanisms by which benefits can be measuredExperience of using M365 technology to deliver business solutions supporting effective external stakeholder relationship managementKnowledge of CRM enterprise tools and experience of testing the market for appropriate CRM tools to fit business needsExperience of supporting business teams in defining and implementing appropriate governance to enable effective external stakeholder relationship management organization-wideKnowledge and understanding of GDPR in context of information governance of processing, storage and retention of personal data of both employees and external stakeholdersAbility to work with a range of internal stakeholders at all levels where the majority will not be technically expertAbility to work with stakeholders bringing consensus on requirements where there are conflicting viewsAbility to work as part of a multi-disciplinary team using agile delivery approaches including other 3rd party suppliers and contractors

Additional desirable qualifications, skills and experienceHave experience of working with users to map 'as is' activities and processes and undertake activity-based costing on current stateHave experience of identifying where and how processes/activities can be transformed and/or automated to create business efficiencies such as saving cost and increasing productivityBackground in data strategy/master data management relating to legacy systems holding customer contact records