CRM Technical Business Analyst

Venn Group is excited to partner with the Royal Borough of Kensington & Chelsea to recruit a specialist CRM programme team, to deliver the Dynamics 365 CRM technical elements of the council’s resident experience transformation.

The CRM programme team will translate the council’s user and business needs into technical specifications, then work with a 3rd party CRM partner to develop these into high-quality and user-friendly digital services and functions.

The CRM Technical Business Analyst will work cross-functionally with DD&T (Digital, Data and Technology) and Customer Access teams to understand business needs, gather requirements and design solutions to enhance CRM resident engagement effectiveness.

Employment type: Fixed-Term Contract

Length: 12 months initial

Salary: £55,497 - £63,045

Hybrid working is required, with the team attending the office in London once a week.

Responsibilities in post:

• Understand, translate, and prioritise end user needs across business areas, documenting their requirements accurately and sufficiently
• Mapping business requirements to system/technical requirements for the third party
• Proactively engage with business users to develop a plan for introduction/upgrades/integrations of software systems, anticipating and meeting future business demands
• Perform full cycle project/task analysis, through Conception, Technical Design, Development, UAT Testing, Go-Live and Handover stages
• Support and enable the production of high quality, reliable solutions including comprehensive documentation, which require the minimal of maintenance and support
• Liaising with Technical Project Managers, Product Managers, and wider project stakeholders (which may include 3rd party consultants/suppliers), establishing and maintaining effective and efficient relations

Desired skills and experience:

• Experience of scoping and delivering CRM and Digital solutions
• Previous experience and ability to work in Agile teams and environments
• Ability to translate user needs into complex technical requirements and vice versa
• Experience creating wireframe documents with information architecture
• Strong communication, facilitation, negotiating and influencing skills

Hiring Process:

• Introductory Teams meeting with Venn Group, to discuss your experience and the role
• 2-stage interview process with the client, with both stages conducted over MS Teams

To be considered for this position and for further information on this and other roles please apply and reach out to the Venn Group Local Government division in our London office.