· Collaborate with stakeholders to gather and document business requirements for CRM system enhancements and new implementations.
· Serve as a Subject Matter Expert (SME) within all aspects of CRM modules and analyze business processes.
· Analyze business Processes and Provide recommendations for improving the effectiveness of the company's CRM strategy.
· Develop detailed functional specifications and use cases to guide the development and implementation of CRM solutions.
· Work with the development team to ensure that solutions are aligned with business requirements and delivered on time using Agile practices.
· Facilitate requirements-gathering, develop user stories, process flows, use cases and assist user acceptance testing (UAT) and provide training and support to end-users.
· Monitor and evaluate the performance of CRM systems and recommend enhancements to improve efficiency and effectiveness.
· Stay up to date with industry trends and best practices in CRM systems and business analysis.
· Adhere to IT governance and delivery policies like change management, data retention, etc.

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