CRM Business Analyst

CRM Business Analyst

Location: Lansing, MI (Hybrid)

Duration: 12 Months Contract (with possible extension)

Hybrid - On-site requirements (non-negotiable): Tuesdays and Wednesdays are REQUIRED on-site days

Interview process: 1st round is a 30 minute virtual interview on Teams. Next round is a one hour in-person interview at the office.

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 project 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:

• Reviews, analyzes, evaluates, and prioritizes business and user needs.
• Triage user requests and tickets, assign priority and severity, and communicate effectively to all stakeholders.
• Maintain and prioritize CRM inbox communications.
• Draft and send communications to users and specific audiences related to business process upgrades, timelines, system changes, or anything relevant to the system.
• Formulates systems to parallel overall business strategies.
• Prepares solution options, risk identification, and financial analyses such as cost/benefit, ROI, buy/build, etc.
• Writes detailed description of user needs, program functions, and steps required to develop or modify computer programs.
• Prepare and document Functional and Technical Specifications for reporting and data warehouse work.
• Assist with business warehouse/intelligence support and enhancements.
• Assist with developing and drafting RFPs.
• Assist in deployment and management of end-user reporting tools and platforms.
• Work with IT and business project teams to understand reporting and data warehousing requirements and propose solutions.
• Document and provide knowledge transfer to the rest of the Enterprise Reporting Team for all solutions.
• Reviews, analyzes, and evaluates business systems and user needs.
• Formulates systems to parallel overall business strategies.
• Relies on limited experience and judgment to plan and accomplish goals. Performs a variety of tasks. Works under general supervision; typically reports to a project manager.
• Attends all BH CRM meetings as appropriate and assigned.
• Assist QA/Testing team when required by volume of work

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
• Other Desired Skills:
• Azure Devops
• FedRAMP
• HIPAA
• CXone or other contact center suite
• Experienced with business process reengineering and identifying new applications of technology to business problems to make business more effective.
• Familiar with industry standard (including Legacy, Core, and Emerging technologies), business process mapping, and reengineering.