Gravitas Recruitment Group (Global) Ltd
CRM Business Analyst
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Role: CRM Business Analyst - 12 Month FTC
Location: Remote Working
Salary: £47,000
About the Opportunity
We're supporting a well-known UK non-profit organisation embarking on a major CRM transformation programme and are looking for an experienced CRM Business Analyst to join the team.
This role will play a key part in delivering a new CRM platform, acting as the bridge between business stakeholders and technical teams to ensure business needs are effectively translated into high-quality solutions.
You'll be involved from requirements gathering and process analysis through to solution design, data migration planning, stakeholder engagement and delivery support, helping to shape a platform that will improve customer engagement, enhance operational efficiency and support long-term organisational objectives.
Key Responsibilities
- Gather, analyse and document business, functional and non-functional requirements.
- Facilitate workshops, interviews and stakeholder sessions to capture and validate requirements.
- Create user stories, process maps and detailed acceptance criteria.
- Conduct fit-gap analysis between current systems and future CRM capabilities.
- Collaborate with technical teams to define integration, reporting and data migration requirements.
- Work closely with delivery partners, SMEs and programme teams throughout the implementation lifecycle.
- Analyse existing business processes and identify opportunities for improvement.
- Support change initiatives and help drive user adoption of new solutions.
- Ensure CRM solutions align with strategic and operational objectives.
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Essential Experience
- Proven experience as a Business Analyst on CRM transformation programmes.
- Strong knowledge of CRM platforms such as Microsoft Dynamics 365 CE, Salesforce or similar.
- Experience gathering, documenting and managing complex business requirements.
- Strong understanding of business process mapping and process improvement.
- Experience writing clear user stories and acceptance criteria.
- Knowledge of data models, integrations and reporting solutions.
- Excellent stakeholder management skills with the ability to engage technical and non-technical audiences.
- Experience facilitating workshops and requirements gathering sessions.
- Experience working alongside third-party implementation partners.
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Desirable Experience
- Experience acting as a Product Owner or supporting Product Ownership activities.
- CRM implementations involving complex integrations and data migration projects.
- Experience within the non-profit, charity, membership or public sector environment.
- BCS, CBAP or other recognised Business Analysis qualifications.
- Experience using tools such as Azure DevOps, Jira or BPMN.
Skills & Attributes
- Strong analytical and problem-solving capabilities.
- Excellent communication and facilitation skills.
- Ability to work across complex stakeholder groups.
- Highly organised with strong prioritisation skills.
- Comfortable working in Agile, Waterfall or Hybrid delivery environments.
- Collaborative approach and ability to influence at all levels.
Why Apply?
This is an opportunity to join a purpose-led organisation undertaking a significant digital transformation programme. You'll have the chance to shape key business processes, work with senior stakeholders and play a pivotal role in delivering a CRM solution that will have a meaningful impact on the organisation and the people it supports.
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