Job description

The CRM Analyst at Zain Kuwait is responsible for supporting CRM implementations by collaborating with vendors on the development and documentation of technical requirements, and developing design documents based on agreed-upon requirements. The role involves acting as a technical testing resource during applicable phases of the project lifecycle, including unit and integration testing, and performing acceptance testing for new services, software releases, upgrades, and expansions. Post-implementation, the analyst performs maintenance and administration of in-house developed applications to ensure consistent performance, and provides second-level front-end application support to resolve trouble tickets and customer complaints. The position requires participation in evaluating and providing feedback for commercial concept papers and technical requirements, overseeing pre-production and production environments to ensure system stability, and escalating risks as necessary. All responsibilities must be performed in compliance with Information Security Management System (ISMS) policies, and adherence to environmental and occupational health and safety requirements as set by statutory bodies in Kuwait and Zain Group policies. The role demands proficiency in agile methodologies, CRM systems, and applications, with a strong understanding of CRM support processes specific to the telecom industry. Advanced skills in Microsoft Office tools, particularly Excel and PowerPoint, are essential, and competency in SQL and Python is considered a plus.