Business Analyst to manage Business-As-Usual (BAU) support, governance and continuous improvement for Client’s Customer Feedback Management System (CFMS) built on Microsoft Dynamics 365. This role ensures the stability, performance, and effective utilisation of CRM to support Client’s digital services, including stakeholder engagement and feedback management.

• Oversee day-to-day BAU operations of the CFMS, ensuring high availability, performance, and reliability
• Act as the primary point of contact for business users on CRM-related issues, service requests, and enhancements
• Manage and prioritise incidents, service requests, and change requests in accordance with service level agreements (SLAs)
• Perform root cause analysis and drive resolution of system issues in collaboration with IT teams, vendors, and Agency
• Knowledge of CRM configurations (e.g., workflows, business rules, forms, dashboards) within Microsoft Dynamics 365