We are seeking an experienced IT Business Senior Analyst to support CRM and Commercial Process Enablement initiatives across the APAC region.
This role serves as a key liaison between business stakeholders and IT teams, supporting the implementation, enhancement, and ongoing optimization of CRM and customer-facing digital solutions. The successful candidate will work closely with Sales, Customer Service, Marketing, and Commercial Operations teams to improve business processes, system adoption, and customer experience.
The primary focus of this role is CRM and commercial process enablement, including Lead-to-Opportunity, Opportunity-to-Quote, Customer Service Management, Customer Lifecycle Management, and integration with ERP and other enterprise platforms.
- Partner with APAC Sales, Customer Service, Marketing, and Commercial Operations teams to understand business needs and pain points.
- Gather, analyze, and document business requirements for CRM and related commercial applications.
- Support the design and optimization of customer-facing business processes and system solutions.
- Facilitate workshops to capture AS-IS and design TO-BE business processes.
- Translate business requirements into functional specifications, user stories, and process documentation.
- Support CRM implementation, enhancement, and integration projects across APAC.
- Collaborate with global IT teams, developers, and external vendors to deliver solutions aligned with business requirements.
- Support testing activities including SIT, UAT, defect management, and deployment readiness.
- Assist with CRM data management, reporting, dashboards, and analytics requirements.
- Identify opportunities for process improvement, automation, and user experience enhancements.
- Support user training, change management, and post-go-live stabilization activities.
- Maintain documentation and promote best practices for CRM processes and system usage.
Required
- Bachelor's Degree in Information Technology, Computer Science, Business Information Systems, or related disciplines.
- 5-10 years of experience in business systems, CRM applications, or commercial process enablement roles.
- Strong experience with enterprise CRM platforms such as:
- Salesforce
- Microsoft Dynamics 365 CRM
- SAP CRM / SAP CX
- Oracle CX
- Solid understanding of Sales, Customer Service, and Commercial business processes.
- Experience in business requirements gathering, process mapping, and solution design.
- Strong stakeholder management and communication skills.
- Experience supporting system implementation or digital transformation projects.
- Excellent analytical and problem-solving abilities.
- Fluent English communication skills.
Preferred
- Experience integrating CRM platforms with SAP ERP, S/4HANA, or other enterprise systems.
- Knowledge of Lead-to-Cash, Quote-to-Cash, and Customer Service processes.
- Experience with Service Cloud, Sales Cloud, CPQ, or Field Service solutions.
- Experience in manufacturing, industrial, building technologies, or B2B commercial environments.
- Familiarity with Agile project delivery methodologies.
- Knowledge of AI-enabled CRM capabilities and workflow automation tools.
