Customer Relationship Management Business Analyst

Job Tile: CRM Business Analyst

Location : Charlotte, NC (Onsite)

Job Type: Contract

WHAT YOU’LL DO:

• Partnering with Business Users and IT to facilitate discovery sessions and ensure backlog readiness.
• Defining, documenting, and managing business requirements, user stories, process documentation, and acceptance criteria for CRM initiatives.
• Collaborating with Division Managers and BD Leadership to ensure compliance with business processes and standards within the CRM tool.
• Leading the monthly change management and communication efforts related to CRM deployments, including designing training materials and updating manuals/forms.
• Daily administration and support of the CRM platform (e.g., user setup and training, production support, functional testing, and troubleshooting).
• Analysing CRM usage trends and user feedback to identify enhancement opportunities that improve adoption and operational efficiency.
• Serving as a trusted advisor to Pursuits stakeholders by recommending CRM solutions that support strategic and operational objectives.
• Developing and maintain dashboards, reports, and key performance metrics that provide actionable insights to users.
• Driving continuous improvement initiatives through process standardization, governance, and solutions that enhance data quality, adoption, and overall CRM effectiveness.
• Completing ad hoc data quality and maintenance requests.

The duties and responsibilities above are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing, and other duties will be assigned based on the position’s evolving role within the business unit.

WHAT YOU’LL NEED TO BE SUCCESSFUL:

• Understanding of CRM/Salesforce business workflows and technical architecture
• Familiarity with and interest in Business Development/Sales processes
• Experience manipulating data (e.g., maintenance, migration, creation)
• Strong knowledge of Microsoft Excel and other Microsoft Office products
• Attention to detail and diligent follow-up skills
• Quick learner/adaptable
• Effective oral and written communication to define problems and present solutions
• Comfort and ease in building positive working relationships

WHAT YOU BRING TO US:

• 3+ years of professional experience, ideally with at least one year working with technology delivery using an Agile framework
• 2+ years of CRM experience, ideally with at least one Salesforce certification
• Bachelor's degree in Business, Communications, Computer Science, Marketing or related field
• Bootcamps and certifications demonstrating consistent continuation of education.
• Proficient in all Microsoft Office applications.