CRM & PIS System Analyst

Position Overview:

As a Customer Relationship Management (CRM) and Passenger Information System (PIS) System Analyst primary responsibility is to ensure these systems are used effectively to enhance passenger experiences, support data-driven decisions, and improve the efficiency of our service delivery.

Roles and Responsibility:

• Build and maintain business requirements and functional specifications of the CRM and PIS systems in relation with the business teams and the systems vendors
• Ensure the QA and system acceptance of the CRM and PIS releases
• Manage the CRM and PIS data configuration
• Develop and maintain reports and dashboards that provide insights and information for stakeholders, enabling data-driven decisions.
• Provide training to end-users, customer service personnel, and the CRM and PIS systems operators on system usage and best practices.
• Address and resolve technical issues promptly, providing support to system users and stakeholders.
• Develop and maintain comprehensive documentation for the CRMS and PIS systems, including procedures, user manuals, and training materials.
• Collaborate with the IT team to plan and execute system upgrades, patches, and maintenance activities with minimal disruption.
• Collaborate with the CRM and PIS systems vendors and internal stakeholders to optimize process operations.
• Support the CRM and PIS Specialist and the Head of Passenger Service systems on day-to-day activities.

Academic Qualifications:

Bachelor's degree in Information Technology, Computer Science, or a related field.

Experience:

• Initial experience in analyzing and managing CRM or PIS systems or similar systems.
• Initial business analyst or system analyst is required.

Other Skills:

• Strong data analysis and problem-solving skills.
• Knowledge of data governance and security best practices.
• Effective communication, collaboration, and training skills.
• Proactive, detail-oriented, and able to work independently.
• Relevant certifications in CRM and PIS systems are advantageous.