Business Analyst – Marketing; CRM

Within a specific business application area, namely the Marketing Customer Relationship Management (CRM) space, evaluates business processes, anticipating requirements and uncovers areas for improvement and the development of systems. Responsible for the methodical investigation, analysis and documentation of the application in terms of the business processes and the information used. Defines the requirements for improving any aspect of the processes and systems and creates viable functional specifications in preparation for the construction of the information systems.

Implements change management strategies to drive organisational transformation in CRM Systems.

• Analyses past, present and future business environment.
• Analyses business processes to determine problems, bottlenecks, risks and opportunities for improvement.
• Creates reports, dashboards and visualizations to understand business performance.
• Works closely with systems analyst, other Business analysts, project support analyst, project and work delivery manager to design and implement solutions within constraints.
• Provides support and facilitates sessions for end users, e.g. training. Assesses the effectiveness of CRM training programs by monitoring user proficiency and confidence in using the system.
• Consults and engages with business process owners, managers and relevant users on feasibility studies and establishing business and systems requirements.
• Proactively communicates and collaborates various teams to analyse information needs and functional requirements to deliver the following artefacts that are needed:
• Business/functional requirement specifications
• Wireframes
• Workflow/Process flow diagrams
• Data Models
• Building of Prototypes
• Conducts detailed analysis based on business problems that exist and/or opportunities identified.
• Recommends the appropriate action required to address business changes in conjunction with impact-aware thinking in terms of the broader ecosystem
• Designs and maintains regular status reports to management on status and other metrics.

• Reviews processes and conducts process audits, as required.
• Designs new business processes or adjustments to existing ones.
• Formulates plans and guidelines to improve the business environment.
• Facilitates the implementation of new or enhanced processes.
• Consults to management (both IT and business) on business procedures and policies.
• Documents and agrees processes and procedures in place.
• Updates, implements and maintains procedures.
• Gathers critical information and produces reports.
• Manages competing resources and priorities.

• Keeps track of system downtime and outages to ensure system availability.
• Measures the percentage of CRM users actively using the platform to understand user engagement.
• Measures how well the CRM system integrates with other business applications and tools to enhance data flow and process efficiency.
• Optimizes and implements (new) data processes and systems.
• Maintains CRM data tools, reporting, and dashboards.
• Produces and delivers standard (monthly, quarterly, and annual) and customized CRM reports.
• Responds to data requests on an ad hoc basis by gathering, analysing, and reporting relevant data from various sources.
• Upholds CRM data integrity by monitoring and ensuring the accuracy and consistency of input data. Audits CRM data and troubleshoots irregularities. Ensures compliance with data protection (POPIA) regulations by monitoring data security and privacy within the system.
• Tracks the time and effort required for data entry into the CRM system across all channels within the ADvTECH ecosystem for…