We are seeking a highly motivated and technically proficient Senior Analyst to support and enhance our CRM systems across sales and customer service functions . This role is instrumental in optimizing customer acquisition, engagement, and support processes by leveraging CRM platforms such as Microsoft Dynamics 365, Salesforce, or Siebel . The ideal candidate will have strong system analysis experience, deep knowledge of CRM processes across the sales and service lifecycle, and the ability to work cross-functionally with business and technical teams. Key Responsibilities: Analyze and translate business requirements into detailed functional and technical specifications for sales and service CRM systems. Collaborate with sales, service, and IT stakeholders to gather, clarify, and document end-to-end CRM process flows, data integrations, and interface needs. Conduct gap analysis and ensure CRM capabilities meet evolving business demands and regulatory requirements. Drive system enhancements to support lead management, pipeline tracking, customer support, case management, and credit origination workflows. Prepare and review solution design documents to ensure compliance with enterprise architecture and security policies. Support full system development lifecycle activities including vendor coordination, testing (SIT/UAT), deployment, and production support. Analyze CRM data and generate actionable insights to support business decisions and performance reporting. Coordinate with developers to implement automation and improve CRM usability for frontline teams. Lead user training sessions, prepare documentation, and provide ongoing CRM system support. Act as subject matter expert (SME) for CRM solutions within the sales and customer service domains. Mentor junior analysts and support continuous improvement initiatives across departments. Key Requirements: Bachelor's degree in Computer Science, Information Systems, Engineering, or Business-related discipline. 6-9 years of experience in system analysis , preferably in the banking or financial services industry . Proven experience supporting and enhancing CRM platforms such as Microsoft Dynamics 365 (Sales/Customer Service) , Salesforce , or Siebel . Solid understanding of sales processes , including lead management, opportunity tracking, and credit origination. Strong knowledge of customer service workflows , including ticketing, SLA management, and customer issue resolution. Experience with process improvement, CRM automation, and system-user experience enhancements. Familiar with Agile and Waterfall methodologies and tools such as JIRA and Confluence . Hands-on experience in writing functional specifications , data mapping , and performing SQL queries . Familiarity with enterprise technologies such as .NET, SQL Server, React JS, MQ, and Single Sign-On (SSO) solutions is an advantage. Excellent communication, analytical, and stakeholder engagement skills. Strong multitasking abilities and a proactive attitude in managing priorities under tight deadlines. If you wish to send a direct message, kindly send an email to [HIDDEN TEXT] We have exciting career opportunities to share. Talk to us! Find us here at: https://www.thepositivelinks.com/ Find more jobs at: https://jobs.thepositivelinks.com/jobs Show more Show less