Senior Technical Business Analyst (CRM)

TL;DR

Senior Technical Business Analyst (CRM): Designing and implementing scalable CRM and contact center solutions for global customer support operations with an accent on user story lifecycle and cross-functional requirement alignment. Focus on streamlining business processes, optimizing Service Cloud functionality, and ensuring seamless production deployments.

Location: Kuala Lumpur, Malaysia (Hybrid / Working from home flexibility)

Company

A global health technology company dedicated to creating innovative platforms and services for patients and providers to accelerate well-being.

What you will do

• Own the end-to-end lifecycle of user stories, from gathering requirements and defining acceptance criteria to production deployment.
• Collaborate with global customer service teams to implement system solutions that streamline processes and improve efficiency.
• Develop functional and technical requirements and partner with solution architects to design scalable platforms.
• Facilitate User Acceptance Testing (UAT) with identified users and obtain official sign-off for implementation.
• Perform impact analysis for scope changes and document updates to requirements, business processes, and data mapping.
• Provide post-implementation support and ensure prompt resolution of reported issues.

Requirements

• 8+ years of experience as a Technical Business Analyst.
• 5+ years of experience with CRM systems, preferably Salesforce Service Cloud.
• 3+ years of experience in contact center environments.
• Strong analytical and problem-solving skills with a customer-first mindset.
• Ability to collaborate effectively with remote and global team members across multiple time zones.

Nice to have

• Bachelor’s degree in Computer Science or a related field.
• 3+ years of experience with Oracle ERP.

Culture & Benefits

• Flexible working from home arrangements.
• Comprehensive benefits package including Pension, Health Insurance, and Long-Term Illness Protection.
• Performance-based bonus plan and preferred shareholding programme.
• Access to internal career growth opportunities within a fast-paced, growing international company.
• Diverse and inclusive culture encouraging individual expression and innovation.