891RM – CRM Business Analyst

Job Description

Interview process: 1st round is a 30 minute virtual interview on Teams. Next round is a one hour in-person interview at the office. First round interview will be focused on the experience listed on the candidate’s resume and soft skills. The interviews typically include the hiring manager and a couple members of the development team, typically an architect or specialist.

For the virtual interview video is required. Candidates should join from a laptop and be prepared to share their screen if requested. A screenshot photo of candidate will be required for any interviews as well as a vendor present at beginning of virtual interview to validate candidate.

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

Candidate location: Candidates MUST be located within 90 miles of Lansing at the time of submission (non-negotiable).

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
• Nice 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.
• A certain degree of creativity and latitude is required.
• Has knowledge of commonly used concepts, practices, and procedures within a particular field.
• Familiar with relational database concepts, and client-server concepts.
• 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.
• Other required skills are technologically savvy; strong training and technical assistance skills; excellent oral and written communication skills; and 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.