Business Analyst

ZHONG QI FUTURE (SINGAPORE) PTE. LTD.; Singapore; On-site; SGD 45,000 - 78,000; Full time

Job summary

Zhong Qi Future (Singapore) Pte. Ltd. is seeking a Business Analyst to support a government digital transformation project focused on evaluating a Salesforce CRM platform and conducting a PoC.

The role emphasizes end-to-end case management, AI-enabled features, and alignment with business needs. The successful candidate will work with business stakeholders, product teams and technology professionals to translate requirements into actionable recommendations, design representative user journeys

Qualifications

• Degree or Diploma in Computer Science, Business Information Systems, Product Management, Business Analytics or a related discipline.
• Demonstrated experience in Business Analysis, Product Management, Digital Transformation or technology implementation projects.
• Experience in CRM implementation, platform evaluation or enterprise SaaS solutions will be an advantage.
• Strong analytical and problem-solving capabilities with the ability to translate complex requirements into practical solutions.

Responsibilities

• Conduct market and business analyses to identify operational challenges and opportunities.
• Evaluate CRM platform capabilities and identify gaps for optimization and integration.
• Engage stakeholders through interviews to gather requirements and formulate clear problem statements.
• Translate business requirements into functional scenarios and evaluation criteria.
• Develop dashboards and reporting mechanisms to monitor performance and support decision-making.

Job description

Business Analyst – CRM & Digital Transformation

Contract Period: December 2026 – February 2027
Project Duration: 3 Months
Project Focus: Salesforce CRM Platform Evaluation & Proof of Concept (POC)
Location: Singapore

Job Overview

We are seeking an experienced Business Analyst to support a public sector digital transformation initiative involving the evaluation of a Software-as-a-Service (SaaS) Customer Relationship Management (CRM) platform.

The project will involve assessing the capabilities of Salesforce in supporting end-to-end case management and customer service operations, including the application of AI-assisted functionalities.

Working closely with business stakeholders, product teams and technology professionals, you will play a key role in evaluating business requirements, designing representative user journeys, conducting functional assessments and translating findings into actionable recommendations.

This is an opportunity to contribute to a government digital modernization initiative while gaining exposure to enterprise CRM solutions, AI-enabled business processes and technology-driven service transformation.

Key Responsibilities

1. Business Analysis & Product Evaluation

• Conduct market and business analyses to identify operational challenges, business opportunities and potential areas for improvement.
• Evaluate existing solutions and identify opportunities for process optimization, innovation and technology integration.
• Engage business users and stakeholders through interviews and consultations to understand operational needs, gather requirements and formulate clear problem statements.
• Translate business requirements into functional scenarios, evaluation criteria and measurable success factors.
• Assess the suitability of CRM platform capabilities against identified business and operational requirements.

2. CRM Platform & Functional Assessment

• Plan, coordinate and execute end-to-end case processing scenarios to evaluate the capabilities of the Salesforce CRM platform.
• Assess AI-assisted functionalities, including:
  • Automated customer interaction logging.
  • Intelligent case triaging and routing.
  • Similar case detection and contextual summarization.
  • Trend analysis and sentiment analytics.
  • Collaborative multi-user workspaces supporting cross-team coordination and supervisor review.
• Evaluate representative business and operational workflows, including high-volume case processing, escalation management, operational reporting and supervisory vetting.
• Identify functional gaps, system limitations, dependencies and opportunities for enhancement.

3. Data Analysis & Performance Measurement

• Collect, analyze and synthesize data from platform testing, user feedback and evaluation exercises.
• Define key performance indicators (KPIs), success factors and relevant metrics to assess platform effectiveness.
• Develop dashboards and reporting mechanisms to monitor performance and support evidence-based decision-making.
• Analyze post-testing results and identify opportunities for process improvements and optimization.
• Evaluate the potential business value and expected operational outcomes of the proposed CRM solution.

4. Stakeholder Engagement & Project Collaboration

• Work closely with business stakeholders, customer experience teams, technology teams and other relevant parties throughout the POC.
• Facilitate discussions to validate business requirements, review test scenarios and communicate findings.
• Present analytical insights and recommendations to stakeholders to support informed decision-making.
• Assess the impact of requested changes and evaluate resource requirements, feasibility and implementation considerations.

5. Documentation & Knowledge Transfer

• Document evaluation findings, business requirements, test scenarios, platform capabilities and identified gaps.
• Develop recommendations, best-practice guidelines and supporting documentation for future CRM adoption.
• Support knowledge transfer and capability development through coaching, advisory support and guidance to internal project teams.
• Contribute to user guides, operating procedures, implementation artefacts and operational readiness documentation.

Requirements & Qualifications

Education & Professional Experience

• Degree or Diploma in Computer Science, Business Information Systems, Product Management, Business Analytics or a related discipline.
• Demonstrated experience in Business Analysis, Product Management, Digital Transformation or technology implementation projects.
• Proven ability to collect, analyze and synthesize qualitative and quantitative data into actionable business insights.
• Experience working across the full product development or implementation lifecycle, from requirements gathering and analysis through testing and evaluation.
• Experience in CRM implementation, platform evaluation or enterprise SaaS solutions will be an advantage.

Technical & Functional Competencies

• Understanding of CRM platforms, customer service operations and case management workflows.
• Familiarity with Salesforce CRM or other enterprise CRM platforms will be advantageous.
• Understanding of AI-assisted business applications, intelligent workflow automation and data analytics.
• Experience developing business requirements, functional specifications, user journeys and test scenarios.
• Ability to define performance metrics, evaluate business outcomes and develop analytical reports or dashboards.
• Strong analytical and problem-solving capabilities, with the ability to translate complex business requirements into practical solutions.
  

Advantageous Experience

Candidates with experience in the following areas will have an added advantage:

• Salesforce CRM implementation, configuration, evaluation or consulting projects.
• AI-enabled CRM solutions, intelligent case management and workflow automation.
• Customer experience (CX) transformation and service delivery optimization.
• Training program development, user enablement and knowledge transfer.
• Development of standard operating procedures, governance frameworks, user guides and implementation documentation.
• Supporting operational readiness and building internal capabilities for long-term platform adoption.

Key Competencies & Attributes

• Excellent written and verbal communication skills, with the ability to engage and influence stakeholders.
• Strong interpersonal skills and confidence in presenting ideas, analytical findings and recommendations.
• Ability to work independently and collaboratively in a fast-paced project environment.
• Strong organizational and time-management skills, with the ability to manage competing priorities and meet tight deadlines.
• A structured, analytical and outcome-driven approach to problem-solving.
• Ability to bridge business requirements and technology capabilities effectively.