IT Business Analyst – CRM Rollout & Support

isoftstone; Warszawa; Remote; PLN 90,000 - 120,000; Full time

Job summary

iSoftStone is seeking an experienced Business Analyst to support the rollout and ongoing operation of a global CRM platform across multiple markets. This is a 6-month contract with potential extension, remote across regions, and cross-functional collaboration with IT and external vendors.

The role emphasizes requirements management, testing, user support, and continuous improvement in multi-country environments with Agile/Waterfall or hybrid delivery approaches.

Qualifications

• 3+ years of experience as a Business Analyst or CRM/Applications Analyst with CRM rollout exposure.
• Experience supporting CRM, Sales Tech or Customer Engagement implementations.
• Strong requirements gathering, process analysis and functional documentation.
• Hands-on rollout activities, testing, UAT and go-live support.
• Experience providing ongoing application or business-user support after implementation.

Responsibilities

• Support CRM rollout activities across multiple countries and regions.
• Gather, analyse and document business and functional requirements with local markets.
• Translate business needs into clear requirements for IT vendors.
• Support system configuration and local market adaptations.
• Coordinate and support testing activities, including test-case prep, defect tracking and UAT.
• Support data migration and validation activities where required.
• Act as a key contact for business users during and after rollout.
• Provide ongoing CRM support, troubleshooting and issue coordination.
• Work with internal teams and external vendors to resolve system issues.
• Support user training, adoption and documentation preparation.
• Identify opportunities to improve processes, system usability and overall user experience.
• Support continuous improvement of the CRM platform following go-live.

Skills

CRM knowledge

Requirements gathering

Stakeholder management

English communication

Analytical thinking

Education

Bachelor's degree in a relevant field

Tools

Veeva CRM

Salesforce

IQVIA OCE

Job description

Poland | Remote | 6-Month Contract |

ABOUT THE ROLE

We are looking for an experienced Business Analyst to support the rollout, adoption and ongoing operation of a global CRM platform across multiple international markets.

This is an initial 6-month contract, with the possibility of extension up to 12 months based on project needs.

The role will work closely with global and local business teams, IT teams and external technology vendors, with a strong focus on rollout support, requirements management, testing, user support and continuous improvement.

WHAT WE ARE LOOKING FOR

• 3+ years of experience as a Business Analyst, CRM Business Analyst or Application Analyst, with hands-on involvement in CRM or enterprise application rollouts and ongoing support.
• Experience supporting CRM, Sales Technology or Customer Engagement implementations
• Strong experience in requirements gathering, process analysis and functional documentation
• Hands-on involvement in rollout activities, testing, UAT and go-live support
• Experience providing ongoing application or business-user support after implementation
• Ability to coordinate effectively between business users, IT teams and external vendors
• Experience working in multi-country or global technology environments
• Experience with enterprise CRM platforms such as Veeva CRM, Salesforce, IQVIA OCE or similar solutions
• Experience in Consumer Health, Pharma, FMCG or other complex commercial environments is an advantage
• Good understanding of Agile, Waterfall or hybrid project-delivery approaches
• Strong analytical, problem-solving and stakeholder-management skills
• Excellent English communication skills
• Proactive and hands-on approach, with the ability to independently follow issues through to resolution
• Ability and willingness to work effectively across Europe, Asia and LATAM time zones, with reasonable flexibility in working hours
• There may be occasional travel to local markets during selected project milestones, such as UAT or go-live

WHAT YOU WILL DO

• Support CRM rollout activities across multiple countries and regions
• Work with local markets to gather, analyse and document business and functional requirements
• Translate business needs into clear requirements for IT and external technology vendors
• Support system configuration and local market adaptations
• Coordinate and support testing activities, including test-case preparation, defect tracking and UAT
• Support data migration and validation activities where requiredl>
• Act as a key contact for business users during and after rollout
• Provide ongoing CRM support, troubleshooting and issue coordination
• Work with internal teams and external vendors to investigate and resolve system issues
• Support user training, adoption and preparation of user documentation
• Identify opportunities to improve processes, system usability and overall user experience
• Support continuous improvement of the CRM platform following go-live
• Ensure solutions and processes are aligned with relevant compliance, security and data-privacy requirements.

iSoftStone is a global IT service and consulting company that creates value and drives success through technology solutions, service excellence, and digital innovation. We specialize in web and application development, software testing and support, data and content management, digital experience, accessibility, and data for machine learning and AI. With 20 delivery centers and more than 90,000 employees worldwide, iSoftStone is proud to serve some of the world’s most well-known businesses, including 90+ Fortune Global 500 companies.

Visit us at https://www.isoftstoneinc.com.

iSoftStone is committed to the practice of equal opportunity for all its employees and applicants in employment, and does not discriminate on the basis of race or ethnicity, color, age, national origin, religion, creed, marital status, sex, pregnancy, gender, gender identity, sexual orientation, status as an honorably discharged veteran or disabled veteran or military status, political affiliation or belief, citizenship/status as a lawfully admitted immigrant authorized to work in the United States, or presence of any physical, sensory, or mental disability. In addition, reasonable accommodation will be made for known physical or mental limitations for all otherwise qualified persons with disabilities.