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

Job description
a. Oversee day-to-day BAU operations of the CFMS, ensuring high availability, performance, and reliability.

b. Act as the primary point of contact for business users on CRM-related issues, service requests, and enhancements.

c. Manage and prioritise incidents, service requests, and change requests in accordance with service level agreements(SLAs).

d. Perform root cause analysis and drive resolution of system issues in collaboration with IT teams, vendors, and Government Technology Agency.

e. Knowledge of CRM configu...