IT Business Process Analyst (BPA)

Celerates; Jakarta Pusat; On-site; IDR 180,000,000 - 280,000,000; Full time

Job summary

Celerates is seeking a capable Business Process/Analysis professional in Jakarta who can drive CRM initiatives, analyze data, and map customer journeys across channels. You will collaborate with product, IT, and service teams to optimize processes, enhance customer engagement, and ensure data security compliance.

Ideal candidates have 2–3 years in related roles, strong SQL/Excel/BI tooling skills, and familiarity with agile methods.

Qualifications

• Bachelor's degree in Information Technology, Information Systems, Industrial Engineering, or related fields.
• Minimum 2–3 years as a Business Process Analyst, Business Analyst, System Analyst, or in a similar role.
• Familiar with Product management skills; knowledge of CRM, customer apps, websites, or e-commerce/marketplaces is preferred.
• Previous involvement in projects related to CRM, omnichannel, customer service, contact centers, sales, or customer engagement.
• Understanding of customer journey processes and customer interactions across various channels.
• Understanding of concepts such as customer profiles, interaction history, case management, leads, complaints, and service monitoring.
• Familiarity with Jira, Confluence, Draw.io, Visio, Miro, or similar documentation tools.
• Understanding of Agile, Scrum, Waterfall, or hybrid work methodologies.
• Understanding of data security, access rights, audit trails, and customer data protection.
• Ability to learn quickly, think critically, and confidently seek clarification on unclear requirements.

Skills

Business Analysis

Product management

CRM knowledge

Customer journey

Data analysis

Customer profiles

Case management

Lead management

Complaint handling

Agile methodologies

Learning agility

Education

Bachelor's degree

Tools

SQL

Excel

Power BI

Tableau

Jira

Confluence

Draw.io

Visio

Miro

Job description

• 1. Bachelor’s degree in Information Technology, Information Systems, Industrial Engineering, or related fields.
• 2. Minimum 2–3 years as a Business Process Analyst, Business Analyst, System Analyst, or in a similar role.
• 3. Familiar with Product management skills; knowledge of CRM, customer apps, websites, or e-commerce/marketplaces is preferred.
• 4. Previous involvement in projects related to CRM, omnichannel, customer service, contact centers, sales, or customer engagement.
• 5. Understanding of customer journey processes and customer interactions across various channels.
• 6. Understanding of concepts such as customer profiles, interaction history, case management, leads, complaints, and service monitoring.
• 7. Experience using SQL, Excel, Power BI, Tableau, or other data analysis tools.
• 8. Familiarity with Jira, Confluence, Draw.io, Visio, Miro, or similar documentation tools.
• 9. Understanding of Agile, Scrum, Waterfall, or hybrid work methodologies.
• 10. Understanding of data security, access rights, audit trails, and customer data protection.
• 11. Ability to learn quickly, think critically, and confidently seek clarification on unclear requirements.