1. MAIN ROLES & RESPONSIBILITIES

- Analyze, document, and optimize loyalty systems by understanding CRM/ERP/EC platforms and aligning technical solutions with business objectives;

- Collaborate with business stakeholders to elicit and analyze requirements, producing detailed technical documents, use cases, and approved specifications for new or enhanced technology applications and processes;

- Develop and maintain visual representations of system functions, business processes, and data flows using UML and BPMN to ensure clarity and seamless integration across operations. Create technical documentation that supports system and process understanding for all stakeholders;

- Communicate and maintain the product vision in collaboration with key stakeholders. Translate business needs into a structured backlog of features, epics, user stories, and sprint goals, ensuring alignment with business value;

- Assess and analyze existing processes to identify areas for redesign and improvement, aiming to enhance productivity and efficiency across the organization;

- Engage internal and external stakeholders regularly to gather business requirements, provide project updates, and align system capabilities with strategic business goals. Ensure that project deliverables meet stakeholder expectations and business needs;

- Oversee task assignments within the team, ensuring timely and high-quality deliverables. Produce and present regular status reports, including team performance metrics, to senior management;

- Lead, mentor, and develop a team of Business Analysts. Delegate tasks effectively, provide continuous feedback, and conduct performance reviews to support the professional growth of team members;

- Stay informed about industry trends, best practices, and new technologies in CRM, retail, and contact center sectors. Implement continuous improvement initiatives to enhance team output and organizational efficiency.

2. REQUIREMENTS

- Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field; 

- Professional certifications such as CBAP (Certified Business Analysis Professional) or PMP (Project Management Professional) are highly desirable;

- Minimum of 5 years of experience as a Technical Business Analyst, including at least 3 years in a leadership role;

- Proven track record of managing and delivering projects within CRM, Retail, and/or loyalty systems.

- Extensive hands-on experience with business analysis methodologies, system integrations, and process improvements;

- Strong understanding of CRM platforms, retail management systems, and contact center-specific solutions;

- Proficiency in core BA processes: requirements gathering & analysis, process modeling, and technical documentation;

- Experienced in using UML modeling tools and BPMN (Business Process Model and Notation);

- Familiarity with software development lifecycles and Agile/Scrum methodologies;

- Skilled in using project management tools for backlog and task management;

- Ability to align technical solutions with strategic business objectives and deliver measurable value;

- Demonstrated experience working closely with senior stakeholders to understand business processes and provide actionable insights;

- Proficient in both Vietnamese and English.