Business Analyst

Business AnalystCome build, innovate, disrupt, and thrive!K?STA I.T is actively seeking a Business Analyst for an immediate contract engagement with our government client.Work Location: This position is HybridWe Are Seeking an experienced Business Analyst to support the development, implementation, optimization, and ongoing improvement of complex customer relationship management (CRM) initiatives. This role will serve as a key liaison between business stakeholders, project teams, technical teams, and end users to translate business needs into effective system solutions and operational processes. The ideal candidate will have strong experience with Salesforce-based applications, business process analysis, requirements gathering, data management, and quality assurance/testing. This position will also contribute to reporting and data warehouse initiatives, user communications, training materials, technical assistance, and continuous process improvement.Responsibilities:• Analyze business processes, user needs, and operational requirements to identify priorities, gaps, and opportunities for improvement.• Serve as a primary point of coordination between business users, technical teams, project stakeholders, and CRM support resources.• Review, categorize, and prioritize user requests and support tickets based on business impact, urgency, and severity.• Manage CRM-related communications, including system updates, process changes, implementation timelines, and user notifications.• Translate business requirements into clear functional requirements, user stories, specifications, and development documentation.• Evaluate potential solutions and provide recommendations that consider business value, risks, costs, benefits, and implementation considerations.• Develop and maintain current-state and future-state process documentation, workflows, business rules, and system requirements.• Partner with technical and business teams to define requirements for reporting, data warehouse, and business intelligence solutions.• Prepare functional and technical specifications for reporting and data-related enhancements.• Support the implementation, deployment, and ongoing management of end-user reporting tools and platforms.• Assist with the development of procurement documentation, including Requests for Proposals (RFPs), when needed.• Participate in system enhancement and implementation activities, ensuring business requirements are accurately represented throughout the development lifecycle.• Support quality assurance activities by reviewing requirements, assisting with test scenarios, validating functionality, and helping resolve identified issues.• Participate in CRM project meetings, working sessions, stakeholder discussions, and technical reviews as assigned.• Develop user guidance, job aids, training materials, webinar content, and other resources to support successful adoption of system and process changes.• Provide technical assistance and facilitate knowledge-sharing sessions for end users and stakeholders.• Monitor program and account data to identify trends, discrepancies, data quality concerns, and opportunities for improvement.• Maintain comprehensive documentation and provide knowledge transfer to ensure solutions and processes are effectively supported by the broader team.• Identify opportunities to improve business processes through technology, automation, application enhancements, and process reengineering.• Manage multiple priorities and competing deadlines while maintaining accuracy, organization, and clear communication.Required Skills:• 5+ years of professional experience as a Business Analyst.• Experience serving as a Business Analyst for applications built on the Salesforce platform.• Experience with quality assurance and software testing activities.• Strong requirements gathering, analysis, documentation, and stakeholder management skills.• Experience translating business needs into functional and technical requirements.• Strong business process mapping, analysis, and process improvement capabilities.• Experience with data management, reporting, and business intelligence concepts.• Strong analytical, organizational, and problem-solving abilities.• Excellent written and verbal communication skills.• Ability to communicate technical information effectively to both technical and non-technical audiences.• Ability to manage multiple assignments, competing priorities, and deadlines.• Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.Preferred Skills:• Experience working with local, state, or federal government organizations.• Experience with Azure DevOps.• Familiarity with FedRAMP and HIPAA requirements.• Experience with NICE CXone or another contact center platform.• Experience with business process reengineering and technology-driven process improvement.• Familiarity with legacy, core, and emerging technologies.• Understanding of relational databases and client-server architectures.• Experience supporting reporting, data warehouse, or business intelligence initiatives.• Experience with project management and data management practices.• Strong training, technical assistance, and end-user support experience.• Experience developing user guides, training materials, and technical documentation.• Ability to analyze, synthesize, and interpret data for program development and decision-making.Available Benefits:• Medical Benefits (Platinum level plans available)• Work from home / Hybrid / Onsite options• PTO• Holiday Pay• VTO• 401K• Charitable Match• Training reimbursementAbout K?STA I.T.:Our name says it all; K?STA I.T. (Keys-to-I.T.) AND our people are our keys to our success!K?STA I.T. is a premier Utah-based technical staffing and consulting services firm. We specialize in temporary and permanent placement of Software, Hardware, Network, Cloud, CRM/ERP, Data, End-User support, Web and Executive / leadership-based positions on a full time and consulting basis.If you're interested in a role where top performance is rewarded, personal time is valued, and excellence is demanded at every level we want to talk to you today!Where do you want to go? We've got the keys! ~ K?STA I.T.