NebuLogic Technologies
https://nebulogic.comAbout
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Role Summary
We are looking for a business analyst with proven experience delivering enterprise-class customer relationship management (CRM) and customer experience (CX) solutions across local, state, and other public sectors.
The ideal candidate should be comfortable owning end-to-end delivery from requirement to deployment.
Key Responsibilities
- Lead requirement-gathering sessions, stakeholder discussions, and functional analysis.
- Manage end-to-end delivery of CRM/CX implementations including case management, service requests, workflows, dashboards, and agent desktop functionality.
- Configure and maintain CRM/CX platform modules- translate business rules into workflows, queues, and cross-channel routing logic.
- Coordinate with business stakeholders, development, QA, and support teams to ensure smooth project execution and delivery.
- Manage escalations, defect tracking, issue resolution, and proactive client communication throughout the project lifecycle.
- Plan and support UAT, regression testing, release validation, and production go-live activities.
- Track project activities and issues using JIRA or similar tool in an Agile/Scrum environment.
Skills & Qualifications
- 4 + years of experience in Business Analysis and project coordination, preferably on enterprise CRM or CX platform implementations.
- Hands-on experience with an enterprise CRM/CX platform covering case management, workflows, dashboards etc
- Familiarity with cross-channel service delivery such as web, social, and service channel integration within a unified CRM/CX environment.
- Exposure to enterprise application ecosystems (ERP, cloud infrastructure, or related platforms) is a strong advantage.
- Proven ability to manage escalations, defect lifecycles, and cross-functional coordination independently.
- Proficient with JIRA, Zoho, or similar tools for Agile/Scrum tracking; strong documentation and written communication skills.
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