Job Description

We are looking for an experienced Process Improvement Analyst – CRM to support banking and financial services IT programs, with a strong focus on Microsoft Dynamics CRM implementations. The role will be responsible for gathering and translating business requirements into clear functional specifications, supporting QA and UAT activities, and ensuring that delivered CRM solutions meet business needs and requirements.

The ideal candidate will have strong experience working with banking stakeholders, excellent requirements management and documentation skills, and a good understanding of CRM-driven business processes such as customer onboarding, case management, and lending workflows.

Key Responsibilities

• Gather, document, analyze, and validate functional requirements for banking and financial services modules delivered through Microsoft Dynamics CRM.
• Work closely with business stakeholders, product owners, SMEs, technical teams, and delivery teams to understand business needs and translate them into actionable requirements.
• Translate business requirements into detailed functional specifications, user stories, business rules, and acceptance criteria for development and QA teams.
• Develop and maintain business process flows, workflows, wireframes, functional specifications, and other project documentation.
• Collaborate with banking client stakeholders to clarify requirements, prioritize scope, and manage requirement changes throughout the project lifecycle.
• Develop and maintain Requirements Traceability Matrices (RTMs) linking business requirements to test cases and automation coverage.
• Partner with QA and test automation teams to ensure that manual and automated testing adequately covers actual business scenarios and requirements.
• Review test coverage and identify potential gaps between business requirements and QA automation coverage, including Playwright-based automation.
• Support QA teams by providing clarification on functional requirements, business rules, acceptance criteria, and expected system behavior.
• Support User Acceptance Testing (UAT) planning, preparation, execution, issue clarification, and business sign-off activities.
• Facilitate requirement walkthroughs, stakeholder discussions, and validation sessions.
• Assist in identifying gaps, dependencies, risks, and potential impacts associated with business and system requirements.
• Ensure requirements and functional documentation remain accurate, complete, traceable, and aligned with approved scope.
• Maintain project requirements and documentation using tools such as JIRA, Confluence, or equivalent platforms.
• Support project delivery teams throughout the development, testing, implementation, and post-implementation phases.

Qualifications and Requirements

• 6–8 years of experience as a Business Analyst supporting banking or financial services IT programs.
• Strong functional understanding of Microsoft Dynamics CRM implementations within the banking or financial services sector.
• Experience with CRM processes such as case management, customer onboarding, lending workflows, or similar banking processes.
• Strong experience in requirements gathering, analysis, documentation, validation, and traceability.
• Excellent stakeholder management and communication skills, with the ability to work effectively with banking clients and cross-functional teams.
• Experience creating functional specifications, user stories, acceptance criteria, process flows, wireframes, and business documentation.
• Working knowledge of the QA lifecycle, including test planning, test cases, defect management, UAT, and requirements traceability.
• Ability to review and assess manual and automated test coverage, including familiarity with Playwright automation, without requiring hands-on scripting expertise.
• Experience using JIRA, Confluence, or equivalent requirements and delivery management tools.
• Strong analytical, problem-solving, and critical-thinking skills.
• Ability to manage multiple requirements, priorities, and stakeholders in a fast-paced project environment.
• Experience working in Agile/Scrum or other structured software delivery methodologies is preferred.
• Knowledge of banking products, processes, and regulatory environments is highly desirable.