Business Analyst: CRM & Process Optimization

VLink Inc; Jakarta Pusat; On-site; IDR 150,000,000 - 240,000,000; Full time

Job summary

VLink Inc in Jakarta is seeking a Business Analyst to analyze business processes and system requirements, identify gaps, and propose improvements. You will map processes, translate needs into BRDs and user stories, and support SDLC from analysis to post-implementation.

The role requires 2–4 years of experience, a related degree, strong SQL and data-analysis skills, and collaboration with cross-functional teams to ensure effective delivery.

Qualifications

• Bachelor's degree in Information Systems, CS, Industrial Eng, Management, or related field.
• 2–4 years of experience as a Business Analyst or similar role.
• Experience in requirements analysis, process mapping, gap analysis and business rules.
• Experience in CRM/omnichannel/customer service/projects preferred.
• Strong understanding of customer journey, profiles, interaction history and case management.
• Proficient in SQL and data analysis tools (Excel, Power BI, Tableau).
• Familiar with Jira, Confluence, Azure DevOps, Freshdesk, Draw.io, Visio, Miro.
• Understanding of Agile/Scrum, Waterfall, or hybrid; SIT/UAT and testing processes.
• Experience in incident handling, root-cause analysis, and problem resolution.
• Understanding of data security, access control, audit trails, and protection.
• Strong analytical, communication, documentation, and stakeholder management skills.
• Able to work independently and with cross-functional teams.

Responsibilities

• Analyze business processes, user needs, and system requirements to identify gaps and improvements.
• Develop As-Is/To-Be processes, conduct gap analysis, and define business rules.
• Gather requirements via interviews, workshops, and observations; translate to BRDs and user stories.
• Prepare BRDs, RDMs, user stories, acceptance criteria, and process flows.
• Analyze end-to-end relationships among processes, system features, data, and integrations.
• Clarify requirements with Business Users, Product Owners, Developers, QA, and other stakeholders.
• Perform data analysis and queries to support requirement analysis and validation.
• Support end-to-end SDLC including SIT/UAT and post-implementation activities.
• Assist in test scenarios, acceptance criteria, test results, and UAT with QA and users.
• Handle service requests and incidents; coordinate resolution and updates.
• Coordinate with internal/external teams for requirement alignment and project execution.
• Create and maintain project and knowledge-base documentation.
• Support CRM/omnichannel/customer service processes including journey, profiles, leads, and monitoring.

Skills

Business Analysis

Process Mapping

Gap Analysis

Requirements Elicitation

SQL

Data Analysis

Stakeholder Management

English Proficiency

Education

Bachelor's degree in Information Systems

Tools

Jira

Confluence

Azure DevOps

Freshdesk

Draw.io

Visio

Miro

Job description

VLink Inc in Jakarta is seeking a Business Analyst to analyze business processes and system requirements, identify gaps, and propose improvements. You will map processes, translate needs into BRDs and user stories, and support SDLC from analysis to post-implementation.

The role requires 2–4 years of experience, a related degree, strong SQL and data-analysis skills, and collaboration with cross-functional teams to ensure effective delivery.