Business Analyst

Behavioral Health CRM Analyst

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.

Job duties include reviewing, analyzing, evaluating, and prioritizing 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. Formulate systems to parallel overall business strategies. Prepare solution options, risk identification, and financial analyses such as cost/benefit, ROI, buy/build, etc. Write detailed descriptions 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.

Requirements include 5+ years of experience as a business analyst, experience as a BA working with applications built on salesforce, QA/Testing experience, local, state, or federal government experience, Azure DevOps, FedRAMP, HIPAA, CXone or other contact center suite, experience with business process reengineering, identifying new applications of technology to business problems to make business more effective, familiarity with industry standard technologies, business process mapping, and reengineering, ability to organize, evaluate, and present information effectively, ability to analyze, synthesize, and evaluate a variety of data for use in program development and analysis, technologically savvy, strong training and technical assistance skills, excellent oral and written communication skills, highly organized and detail oriented, required 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), ability to meet competing deadlines, strong data management skills, experience in process improvement, project management, and data management, associate's degree.

Location: Candidates MUST be located within 90 miles of Lansing at the time of submission (non-negotiable). Position is a hybrid schedule with on-site requirements (non-negotiable): Tuesdays and Wednesdays are REQUIRED on-site days. Working hours: Monday-Friday, approximately 8:00 a.m. to 5:00 p.m.

About Zenfreed: At Zenfreed, we are more than an IT company. We bridge the gap between people wanting to do the work they were meant to do and organizations needing the right talent. We are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Benefits: We understand a comprehensive benefits package is crucial to employment satisfaction. We offer medical, dental and vision coverage options for all employees.