Business Analyst – Salesforce POC (Public Sector)

• 1-year contract, renewable
• Government project
• Hybrid work arrangement

We are undertaking a Proof of Concept (POC) to evaluate Salesforce, a Software-as-a-Service (SaaS) Customer Relationship Management (CRM) platform, and its suitability for MOM’s case management and customer service requirements. You will work with officers from the Customer eXperience Department (CXD) and Information Systems & Technology Department (ISTD) to assess the platform’s core functional and technical capabilities through representative user journeys and operational scenarios.

• Work with business and technical stakeholders to understand and document MOM’s case management and customer service requirements.
• Analyse and map representative end-to-end case processing journeys, including a major, high-volume user journey and relevant escalation scenarios.
• Identify business rules, user roles, hand-offs, supervisor review and vetting processes, and collaboration needs involving multiple users, teams or external parties.
• Define test scenarios, evaluation criteria and supporting data to assess how well the platform meets business and operational requirements.

• Assess relevant AI-assisted functions, including:Automated customer interaction logging

  Smart triaging and routing

  Similar case detection and context summarisation

  Trend and sentiment analytics reporting

• Support the evaluation of operational and management reporting scenarios associated with the selected user journeys.
• Coordinate with stakeholders to validate requirements, review test outcomes, identify gaps and document findings.
• Contribute to an evidence-based assessment of the platform’s strengths, limitations, dependencies and capability gaps.
• Help MOM establish a clear understanding of how the platform supports its requirements and provide a basis for validating business value and expected outcomes before any full-scale implementation.
• Support knowledge transfer and capability building for MOM officers throughout the evaluation.

Relevant experience in business analysis, requirements gathering, process analysis and stakeholder engagement would be advantageous. Experience supporting CRM evaluation or implementation, particularly with Salesforce SaaS CRM and AI-assisted functions, is also valued.

The following experience will be considered advantageous:

• Training and capability building: Developing or delivering training to help business and operational users use CRM platforms and AI-assisted solutions effectively.
• Knowledge transfer and mentoring: Providing hands-on coaching and advisory support to project teams during solution configuration, implementation and evaluation.
• Documentation and best practices: Producing requirements and implementation artefacts, operating procedures, governance frameworks, user guides, templates and recommendations to support future adoption.
• CRM and AI implementation: Supporting projects of similar scale and scope using Salesforce SaaS CRM, with project references and user contacts.
• Skills transfer and operational readiness: Helping build internal capabilities so MOM officers can manage, administer, enhance and optimise the solution beyond the engagement.

/Ref: T24-278