Salesforce CRM Evaluation & Process Analyst

Jobster Private Ltd; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Jobster Private Ltd. is seeking an IT Business Analyst to support evaluating Salesforce as a SaaS CRM platform for case management and customer service operations.

You will gather requirements, map end-to-end user journeys, design evaluation scenarios and assess Salesforce capacity to meet business needs. You will lead requirements analysis, create user stories, documentation and acceptance criteria, and coordinate UAT and demonstrations with stakeholders within a Singapore-based program.

Qualifications

• Degree or diploma in Business Information Systems, Information Technology, Computer Science, Business Administration or a related discipline.
• Relevant experience in business analysis, requirements gathering, process improvement, system implementation or application testing.
• Experience engaging business stakeholders to elicit, analyse and document business and functional requirements.
• Proficiency in business process mapping, workflow analysis, user story development and acceptance criteria definition.
• Experience preparing test scenarios, test cases, UAT plans, test scripts and evaluation reports.
• Ability to analyse business processes, identify gaps and translate operational needs into system requirements.
• Familiarity with CRM, case management, customer service or workflow automation platforms would be advantageous.
• Experience with Salesforce or similar enterprise CRM platforms.
• Understanding of AI-assisted business functions, such as intelligent case routing, information summarisation, analytics and sentiment analysis, would be beneficial.
• Strong analytical, problem-solving, communication and stakeholder engagement skills.

Responsibilities

• Gather and document business, functional and operational requirements for the CRM platform.
• Map end-to-end case processing workflows, including a major high-volume user journey and relevant escalation scenarios.
• Document business process flows, user roles, responsibilities, decision points, hand-offs and approval requirements.
• Identify opportunities to improve case handling efficiency, cross-team collaboration, operational visibility and customer service outcomes.
• Coordinate user acceptance testing (UAT), business demonstrations, stakeholder reviews and feedback collection.
• Record test results, identify functional gaps and work with technical teams to clarify issues and validate proposed solutions.
• Analyze test results, stakeholder feedback and evaluation data against agreed requirements and success criteria.
• Document findings and recommendations for future implementation.

Skills

Business analysis

Requirements gathering

Process improvement

System implementation

Application testing

Stakeholder engagement

Process mapping

Workflow analysis

User story development

Acceptance criteria

Test scenario design

UAT planning

Documentation

Knowledge transfer

Analytical thinking

Communication skills

Education

Degree in Business Information Systems

Information Technology degree

Computer Science degree

Tools

Salesforce

Job description

Jobster Private Ltd. is seeking an IT Business Analyst to support evaluating Salesforce as a SaaS CRM platform for case management and customer service operations.

You will gather requirements, map end-to-end user journeys, design evaluation scenarios and assess Salesforce capacity to meet business needs. You will lead requirements analysis, create user stories, documentation and acceptance criteria, and coordinate UAT and demonstrations with stakeholders within a Singapore-based program.