Business Analyst

Job Description
Required Skills


5+ years of experience as a Business Analyst

Experience as a BA working with applications built on salesforce

QA/Testing Experience

Desired skills

Local, State, or Federal government experience

Position Title: CRM Business Analyst

Position Description: This position functions as a behavioral health customer relationship management (BH CRM) analyst to support the development, implementation, monitoring, and continued improvements of complex strategic initiatives, including but not limited to the business processes housed in the BH CRM. This position coordinates and communicates with projects teams, other BH CRM staff, business owners, leadership, IT, and contractors to assist with operationalizing business processes into the BH CRM. This position will involve business process mapping, translating business needs into development requirements, creating program guidance, job aids, and webinar content and web-based trainings, and coordinating technical assistance learning sessions as directed. This position will also monitor program and account data.


Duties & Responsibilities:

xReviews, analyzes, evaluates, and prioritizes business and user needs.

xTriage user requests and tickets, assign priority and severity, and communicate effectively to all stakeholders.

xMaintain and prioritize CRM inbox communications.

xDraft and send communications to users and specific audiences related to business process upgrades, timelines, system changes, or anything relevant to the system.

xFormulates systems to parallel overall business strategies.

xPrepares solution options, risk identification, and financial analyses such as cost/benefit, ROI, buy/build, etc.

xWrites detailed description of user needs, program functions, and steps required to develop or modify computer programs.

xPrepare and document Functional and Technical Specifications for reporting and data warehouse work. Assist with business warehouse/intelligence support and enhancements.

xAssist with developing and drafting RFPs.

xAssist in deployment and management of end-user reporting tools and platforms.

xWork with IT and business project teams to understand reporting and data warehousing requirements and propose solutions.

xDocument and provide knowledge transfer to the rest of the Enterprise Reporting Team for all solutions.

xReviews, analyzes, and evaluates business systems and user needs.

xFormulates systems to parallel overall business strategies.

xRelies on limited experience and judgment to plan and accomplish goals.

xPerforms a variety of tasks.

xWorks under general supervision; typically reports to a project manager.

xAttends all BH CRM meetings as appropriate and assigned.

xAssist QA/Testing team when required by volume of work

Required Skills

x5+ years of experience as a Business Analyst

xExperience as a BA working with applications built on salesforce

xQA/Testing Experience

Desired skills

xLocal, State, or Federal government experience

Other Desired Skills:

xAzure Devops

xFedRAMP

xHIPAA

xNice CXone or other contact center suite

xExperienced with business process reengineering and identifying new applications of technology to business problems to make business more effective.

xFamiliar with industry standard (including Legacy, Core, and Emerging technologies), business process mapping, and reengineering.

xA certain degree of creativity and latitude is required.

xHas knowledge of commonly used concepts, practices, and procedures within a particular field.

xFamiliar with relational database concepts, and client-server concepts.

xAbility to organize, evaluate, and present information effectively.

xAbility to analyze, synthesize, and evaluate a variety of data for use in program development and analysis.

xOther required skills are technologically savvy; strong training and technical assistance skills; excellent oral and written communication skills; and highly organized and detail oriented.

xRequired skills in the use of all necessary software necessary to execute stated duties and responsibilities (includes the suite of Microsoft Office applications such as Word, Excel, PowerPoint, Outlook).

xAbility to meet competing deadlines.

xStrong data management skills.

xExperience in process improvement, project management, and data management