- Company: ITC Worldwide
- Location: Abuja (FCT)
- Employment Type: Full-time | Onsite
- Job Alerts: To receive Job Alerts on WhatsApp, Click HERE
About ITC Worldwide
ITC Worldwide delivers Microsoft-certified technical and functional support services for enterprise technologies, including Dynamics 365, Microsoft Azure, and Microsoft 365 across cloud, hybrid, and on-premises environments. We provide 24/7 problem resolution, proactive advisory, onsite support, and customizable add-on services to enhance client experiences.
Role Summary
We are seeking a Senior Business Analyst with deep expertise in CRM systems and workflow management. This role is ideal for a strategic thinker and problem solver who can translate complex business needs into actionable technical solutions. You will collaborate across Marketing, Sales, Order Management, Fulfillment, and Product teams to design and deliver integrated CRM and service delivery solutions.
Key Responsibilities
CRM & Business Process Analysis
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Lead the design and implementation of enterprise-wide CRM solutions integrated with Quote-to-Cash and order fulfillment.
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Drive requirements gathering using Agile or BPA methodologies.
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Develop end-to-end test cases and ensure alignment with business goals.
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Refine business requirements, use cases, and ensure full traceability.
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Document assumptions, assess system-change impacts, and recommend risk-mitigation strategies.
Marketing & Event Strategy
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Support marketing initiatives by shaping programs, crafting narratives, and tracking KPIs.
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Align event strategies with marketing funnels and customer journeys.
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Build and execute campaigns, workflows, lead scoring, and nurture streams using CRM tools.
Cross-Functional Collaboration
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Partner with internal teams and vendors to define and deliver solutions.
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Provide support for software testing, debugging, and QA.
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Deliver clear reports on project progress, risks, and dependencies.
Required Qualifications
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8+ years’ experience in business operations, system support, or process design.
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Proven expertise with CRM platforms (Dynamics 365, HubSpot, etc.).
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Strong background in workflow management and process flow creation.
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Full lifecycle implementation experience (requirements → deployment).
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Excellent storytelling, communication, and analytical skills.
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Ability to manage multiple projects in fast-paced environments.
Preferred Qualifications
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Bachelor’s degree in Business, Computer Science, or Information Systems; MBA is a plus.
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5+ years in change management and process documentation.
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B2B service delivery or telecom industry experience.
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Familiarity with Agile methodologies, Visio, SharePoint, JIRA.
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Exposure to Google Analytics, LinkedIn Ads, Google Ads.
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Sales support or training facilitation background.
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Knowledge of Microsoft Power Platform (automation).
Top 5 Must-Haves
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Proven success delivering high-level bespoke events with stakeholder management.
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Strong business writing and communication skills.
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Ability to track KPIs and tie performance to marketing goals.
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Solid understanding of marketing funnels and customer journeys.
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Excellent organizational skills with adaptability to shifting priorities.
