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Senior Business Analyst - CRM & Workflow Management

Senior Business Analyst - CRM & Workflow Management

ITC WORLDWIDEAbuja (F.c.t.), Nigeria
30+ days ago
Job type
  • Quick Apply
Job description

Location : Onsite Abuja, FCT

Employment Type : Full-Time

We are seeking a Senior Business Analyst with deep expertise in CRM systems and workflow management to join our team in Abuja. This role is ideal for a strategic thinker who thrives in a fast-paced, high-impact environment and can translate complex business needs into actionable technical solutions. You will work closely with cross-functional teams across Marketing, Sales, Order Management, Fulfillment, and Product to deliver integrated CRM and service delivery solutions.

Key Responsibilities

CRM & Business Process Analysis

  • Lead the design and implementation of enterprise-wide CRM solutions integrated with Quote-to-Cash and order fulfillment processes.
  • Facilitate requirements gathering using Agile or Business Process Analysis (BPA) methodologies.
  • Develop end-to-end test cases across multiple applications and ensure alignment with business goals.
  • Collaborate with stakeholders to refine business requirements, use cases, and ensure traceability.
  • Document assumptions, assess system change impacts, and identify risks and benefits of alternate designs.

Marketing & Event Strategy

  • Support marketing initiatives by shaping programs, crafting compelling narratives, and tracking KPIs.
  • Align event strategies with marketing funnels and customer journeys to drive demand generation.
  • Build and execute campaigns, workflows, lead scoring, and nurture streams using CRM tools.

    • Cross-Functional Collaboration

  • Partner with internal teams and external vendors to define and implement business requirements.
  • Provide support for software testing, debugging, and quality assurance.
  • Deliver clear and concise status reports on project progress, risks, and dependencies.

    • Required Qualifications

  • 8+ years of experience in business operations, system support, or process design.
  • Proven experience with CRM platforms (e.g., Dynamics 365, HubSpot).
  • Strong background in workflow management and process flow creation.
  • Experience in full lifecycle implementation : requirements, design, configuration, testing, deployment.
  • Exceptional communication and storytelling skills to convey insights and drive action.
  • Strong analytical and problem-solving abilities.
  • Ability to manage multiple projects in a dynamic, fast-paced environment.

    • Preferred Qualifications

  • Bachelors degree in Business Administration, Computer Science, Information Systems; MBA is a plus.
  • 5+ years in change management and documentation of methods and procedures.
  • Experience in B2B service delivery and telecom industry.
  • Familiarity with Agile methodologies, Visio, SharePoint, and JIRA.
  • Experience with Google Analytics, LinkedIn Ads, and Google Ads.
  • Sales support experience and training facilitation skills.
  • Knowledge of Power Platform (automation) is a big plus.

    • Top 5 Must-Haves

  • Proven success delivering high-level, bespoke events with discretion and stakeholder management.
  • Strong writing and communication skills with experience in program development.
  • Ability to track KPIs and tie performance outcomes to marketing goals.
  • Understanding of marketing funnels and customer journeys.
  • Strong organizational skills and adaptability to shifting priorities.
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    Senior Management • Abuja (F.c.t.), Nigeria

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