Project Business Analyst

DayOne; Johor; On-site; MYR 50,000 - 70,000; Full time

Job summary

A leading digital transformation company in Johor is seeking a Project Analyst to bridge business needs with technical teams. Responsibilities include requirement gathering, project coordination, overseeing CRM and call solutions, and supporting digital transformation initiatives. Candidates should have strong analytical skills and experience with customer service technologies. Competitive remuneration is offered.

Qualifications

• Experience in requirement gathering and management for digital projects.
• Strong communication skills for cross-department coordination.
• Ability to analyze data for process improvement in customer service.

Responsibilities

• Act as the Point of Contact (PIC) for internal stakeholders.
• Coordinate between business users and software development teams.
• Oversee the development lifecycle of call and CRM solutions.
• Drive digital transformation projects in customer service.
• Assist in solution testing and act as first-line support.

Skills

Requirement Gathering

Project Coordination

Quality Assurance

Communication

Data Analysis

Tools

IVR systems

Automatic Call Distribution (ACD)

Orlig CRM platforms

Project Management Tools

Job description

Role Overview

The Project Analyst serves as a key internal resource who bridges the gap between business needs and technical teams. They play a crucial role in digital transformation initiatives impacting customer service and contact center operations.

Core Responsibilities

1. Requirement Gathering & Management

   Act as the Point of Contact (PIC) for internal stakeholders regarding digital transformation projects.

   Collect and analyze business requirements for call solutions (e.g., IVR, automatic call distribution) and CRM solutions.

   Document functional and non-functional requirements.

   Maintain a clear and updated backlog of system development requests and enhancements.

2. Project Coordination and Communication

   Coordinate between business users, project managers, and software development teams.

   Facilitate communication across teams to ensure alignment on project goals, timelines, and deliverables.

   Organize and lead meetings, workshops, and user acceptance testing (UAT).

3. System Development & Management

   Oversee the internal development lifecycle of call and CRM solutions.

   Collaborate with developers to design, build, and implement software customizations and integrations.

   Manage system updates, patches, and new feature rollouts ensuring minimal disruption to customer service operations.

4. Digital Transformation Initiatives

   Drive and support digital transformation projects that modernize customer service operations.

   Identify opportunities for automation and process improvement within contact center technologies.

   Analyze data and feedback to help steer project direction and measure success.

5. Quality Assurance & Support

   Assist in solution testing phases such as UAT and integration testing.

   Act as the first line of support for system issues related to call and CRM solutions.

   Coordinate with technical support teams for troubleshooting and resolving issues.

Key Technologies and Tools

Call Solutions: IVR systems, Automatic Call Distribution (ACD), CTI software. (ARIA Call Solutions)

CRM Solutions: Orlig CRM platforms tailored to service management and CSP

Project Management: UPS, CC CCTV,SMARTSERVE,SMARTHUB,or equivalent tools for managing tasks and documentation.

Software Development: AI methodologies, collaboration with developers (in-house or outsourced).