Senior Business Analyst - CRM & Workflow Management at ITC Worldwide

ITC Worldwide offers Microsoft Experienced & Certified comprehensive technical and functional support Services for all Microsoft enterprise technologies, including Microsoft Dynamics 365, Microsoft Azure, and Microsoft 365 across the cloud, hybrid, and on-premises. Includes around the clock problem resolution, proactive advisory services, onsite support, and add-on services to customize your support experience.

We are recruiting to fill the position below:

Job Title: Senior Business Analyst - CRM & Workflow Management

Location: Abuja (FCT)
Employment Type: Full-time, Onsite

Job Summary

• 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.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online