CRM & Order Management Functional Analyst

We are seeking a Functional Analyst with 3+ years of experience in CRM and Order Management systems. The ideal candidate will have strong business process understanding and the ability to translate business requirements into functional specifications to support system enhancements and operations.

100% WFO

• Gather, analyze, and document business requirements related to CRM and Order Management processes
• Work closely with business stakeholders to understand workflows, pain points, and improvement areas
• Translate business requirements into functional specifications and user stories
• Support implementation, testing, and deployment of CRM/OMS solutions
• Coordinate with technical teams to ensure accurate development and delivery
• Perform UAT (User Acceptance Testing) and ensure business sign-off
• Monitor system performance and suggest process improvements
• Provide production support and resolve functional issues

• Strong functional knowledge of CRM systems (customer lifecycle, case management, customer data handling)
• Good understanding of Order Management processes (order capture, fulfillment, billing, tracking)
• Experience in requirement gathering, BRD/FRD preparation
• Knowledge of business workflows and process mapping
• Familiarity with Agile/Scrum methodologies
• Strong communication and stakeholder management skills

• Experience with CRM tools (e.g., Salesforce, Dynamics, or similar platforms)
• Exposure to integration between CRM and OMS systems
• Basic understanding of APIs and system interfaces
• Domain experience in telecom, e-commerce, or service industries

• Analytical thinking and problem-solving ability
• Strong interpersonal and communication skills
• Ability to work independently and collaboratively