Senior Business Systems Analyst – CRM
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Job Description
Senior Business Systems Analyst managing CRM enhancements and operational documentation for Global Commercial Operations. Leading cross-functional teams and ensuring strategic alignment.
Responsibilities:
- Represent the business for strategic and cross-functional CRM enhancements, translating commercial needs into clear, structured enhancement requests, explicitly defining business problem & pain points, desired outcomes & success metrics, and expected business value and impact.
- Facilitate solution refinement through collaboration with IT, Business stakeholders and platform teams.
- Facilitate cross-functional workshops for needs analysis and solution refinement.
- Maintain deep knowledge of end-to-end sales & marketing processes and CRM workflows.
- Review acceptance criteria and test scripts to ensure they reflect business expectations, processes, and real-world usage.
- Validate that delivered solutions continue to address the original business problem and value proposition.
- Operate and maintain the CRM documentation framework owned by Global Commercial Platform Principal.
- Create, update & retire CRM business documentation in line with defined standards, including SOPs, Work Instructions, QRGs.
- Ensure all documentation meets governance, audit, and system requirements.
- Identify recurring themes, gaps, inefficiencies in commercial processes, CRM usage, and documentation for continuous improvement.
- Provide structured insights to the Global Commercial Platform Principal to inform CRM roadmap evolution and prioritisation.
Requirements:
- Bachelor’s degree in business, Information Systems, or a related field (or equivalent experience)
- Demonstrated experience in business analysis, ideally within commercial operations, CRM, or enterprise platforms
- Proven experience leading cross-functional initiatives and workshops
- Proven experience creating and maintaining business and system documentation
- Experience with CRM platforms (e.g., Salesforce)
Benefits:
- Health insurance
- Flexible working hours
- Professional development opportunities
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