CRM Program Analyst

Summary of Position

• Support digital technology transformation through CRM platforms including Sales Cloud, Service Cloud, and Vlocity portals.
  
  
• Responsible for managing CRM enhancements and day-to-day operations across integrated Salesforce environments; and for gathering and translating constituent input and feedback into clear, concise and actionable digital platform requirements.
  
  
• Collaborate with other Product Managers and business stakeholders to support roadmap execution and continuous improvement.
  
  
• Participate in backlog grooming, testing efforts, and incident resolution to ensure smooth product delivery.
  
  
• Define and document new customer journeys and business processes and operations where needed to facilitate change.
  
  
• Responsible for testing outcomes to ensure that delivery of requirements aligns with objectives, expectations, and KPIs.

Principal Accountabilities

• Partnering with product owners, business analysts and business partners, create documentation including Desk Level Procedures (DLP) and manage ongoing maintenance, meeting notes, ad hoc analysis request and JIRA dashboards to support visibility and coordination across product and delivery teams.
  
  
• Collaborate with other product managers and business partners to translate business needs into development ready user stories with clear acceptance criteria for customer journeys and business process and operations.
  
  
• Act as the day-to-day contact for clarifications on requirements and for driving user stories forward.
  
  
• Create test cases, lead and support user acceptance testing (UAT), log and track defects, and ensure issues are properly triaged and resolved.
  
  
• Responsible for the development and tracking of success metrics.
  
  
• Leverage analytics platforms (e.g., Salesforce reports, Google Analytics) to help identify trends and recommend enhancements.
  
  
• Collaborate with other product managers and business partners to translate business requirements into user stories with clear acceptance criteria.
  
  
• Partner with product owners and business(es) to create documentation including Desk Level Procedures (DLP); manage ongoing maintenance, meeting notes, ad hoc analysis requests and JIRA dashboards to support visibility and coordination across product and delivery teams.
  
  
• Participate in grooming sessions and document requirements in JIRA.
  
  
• Engage with stakeholders to help resolve incidents and identify improvement opportunities.
  
  
• Coordinate and facilitate discussions to drive issue resolution and gather feedback.
  
  
• Support cross-functional teams in CRM feature rollouts and releases.
  
  
• Assist in status reporting, change request management, and system analysis.
  
  
• Perform other related duties as directed, assigned, or required.

Qualifications

Education, Training, Licenses, Certifications

• Bachelor's degree required; additional experience/specialized training may be considered in lieu of educational requirement

Relevant Work Experience, Knowledge, Skills, and Abilities

• 3 - 5+ years of relevant, professional work experience required
  
  
• Experience in the health plan industry preferred
  
  
• Experience with CRM platform management - requirements development and user acceptance testing required
  
  
• Health plan functional and technical domain/platform acumen preferred
  
  
• Excellent communication skills (verbal, written, presentation, influencing and persuading) required
  
  

• Ability to tackle complex tasks, and to shift responsibilities based on priorities required
  
  

• Proficiency in Microsoft Office suite, including advanced Excel skills required
  
  
• Experience with Project Management tools; preferably JIRA required
  
  
• Sound judgment, decision-making, organizational, analytical, logical structuring, and problem-solving skills required
  
  
• Self-starter with the ability to manage a project independently required
  
  
• Team player willing to support and contribute, as needed required
  
  
• Ability to work and adapt in a fast-paced and dynamic environment in a matrix organization required
  
  
• Ability to challenge the status quo and serve as a change agent to drive the business and technology transformation.
  
  
• Ability to interact directly and independently at various levels of the organization.

Additional Information

• Requisition ID: 1000003200
• Hiring Range: $56,160-$99,360