Senior Technical Business Analyst (CRM / Salesforce)

ResMed (Malaysia) Sdn Bhd; Kuala Lumpur; Hybrid; MYR 100,000 - 150,000; Full time

Job summary

A global healthcare technology firm in Kuala Lumpur is looking for a Technical Business Analyst to drive impactful solutions for customer service. You will manage user stories from gathering requirements to supporting deployment, working closely with cross-functional teams. Ideal candidates have over 8 years of experience, excellent problem-solving skills, and a strong understanding of CRM systems. The role offers flexible working from home options, competitive benefits, and a bonus plan.

Benefits

Bonus plan based on position

Working from home flexibility

Referral bonus

Pension and Health Insurance

Internal career opportunities

Qualifications

• 8+ years of experience as a Technical Business Analyst.
• Strong business acumen with a customer-first mindset.
• 5+ years of experience with CRM system – preferably Service Cloud.

Responsibilities

• Gather requirements and define acceptance criteria.
• Analyze complex business processes and develop solutions.
• Facilitate user acceptance testing and obtain sign off.

Skills

Technical Business Analyst

Customer service support

Analytical skills

Problem-solving skills

CRM system experience

Cross-functional teamwork

Education

Bachelor's in computer science or related field

Tools

CRM (Service Cloud)

Oracle ERP

Job description

Business Analyst – Global Revenue & Customer Support Solutions

Resmed Global Technology Solutions (GTS) team powers digital experiences and engagement to enhance the lives of millions of people every day through connected care.

In this role, you’ll own the end-to-end lifecycle of user stories — from gathering requirements and defining acceptance criteria to supporting production deployment. You’ll work cross-functionally with users, solution architects, and development teams to drive impactful solutions that support business operations.

Responsibilities

• Effectively communicate and engage with business users and peers to gather requirements.
• Work closely with global customer service teams to implement system solutions that streamline processes and improve efficiency.
• Proven ability to analyze and gather complex business processes and develop effective solutions.
• Develop user stories and acceptance criteria to drive functional, technical and system requirements.
• Work with solution architects and platform architect teams to design solutions based on signed‑off business requirements.
• Provide a walk through of developed features and functionality to business users.
• Facilitate User acceptance testing with identified users and obtain sign off for implementation.
• Ability to partner with cross‑functional teams across multiple different time zones.
• Actively engage and inform stakeholders across the business on progress of the tasks.
• Perform impact analysis for scope change requests and document changes to requirements, business processes, configuration, and data mapping.
• Follow change management processes defined within Resmed.
• Provide post implementation support and ensure prompt resolution of reported issues.

Qualifications, Skills and Experience

• 8+ years of experience as a Technical Business Analyst.
• Experience in solutioning and supporting customer service.
• Strong business acumen with customer first mindset.
• Strong analytical and problem‑solving skills, with a keen attention to detail.
• Work effectively in a remote setting, collaborating with remote and global team members across multiple time zones to ensure seamless coordination and communication throughout the project lifecycle.
• 5+ years of experience with CRM system – preferably Service Cloud.
• 3+ years of contact center experience.

Preferred

• Bachelor’s in computer science or related field.
• 3+ years of Oracle ERP experience.

Additional Information

• At Resmed, all employees benefit from a bonus plan, the percentage of which depends on your position within the organisation.
• Working from home flexibility.
• You also have access to a referral bonus and to Resmed's preferred shareholding programme.
• Competitive benefits (Pension, Long‑Term Illness Protection, Health Insurance …).
• Internal career opportunity – joining an international fast‑pace and massively growing company.
• Resmed is an Equal Opportunity Employer.

If this sounds like the workplace for you, apply now.