CRM Business Analyst - Lansing, MI

Seeking an experienced CRM Business Analyst to support the development, implementation, monitoring, and continuous improvement of complex business processes within a Behavioral Health Customer Relationship Management (BH CRM) environment.

Key Responsibilities : 

Analyze, evaluate, and prioritize business and user requirements.

Triage user requests and tickets and communicate effectively with stakeholders.

Manage CRM inbox communications and draft system/business process communications.

Translate business needs into functional and development requirements.

Perform business process mapping and process improvement.

Prepare Functional and Technical Specifications for reporting and data warehouse initiatives.

Support business intelligence, reporting, and data warehouse enhancements.

Work with IT and business teams to define reporting and data warehousing requirements.

Assist with RFP development and end-user reporting tool deployments.

Create program guidance, job aids, webinar content, and web-based training materials.

Support QA and testing activities as needed.

Provide knowledge transfer and documentation to enterprise reporting teams.

Monitor program and account data and assist with data management activities.

Required Skills :

5+ years of Business Analyst experience

Experience as a Business Analyst working with Salesforce applications

QA/Testing experience

Strong business process mapping and requirements documentation experience

Strong data management and analytical skills

Excellent verbal and written communication skills

Strong Microsoft Office skills, including Word, Excel, PowerPoint, and Outlook

Ability to manage competing priorities and deadlines

Preferred / Nice-to-Have Skills : 

Local, State, or Federal Government experience

Azure DevOps

FedRAMP

HIPAA

NICE CXone or other Contact Center platforms

Business Process Reengineering

Business Intelligence / Data Warehousing

Relational database and client-server concepts

Process improvement and project management experience

Training and technical assistance experience