Senior Business Analyst - CRM & Workflow Management

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

1. Proven success delivering high-level, bespoke events with discretion and stakeholder management.
2. Strong writing and communication skills with experience in program development.
3. Ability to track KPIs and tie performance outcomes to marketing goals.
4. Understanding of marketing funnels and customer journeys.
5. Strong organizational skills and adaptability to shifting priorities.