Senior Salesforce CRM Business Analyst

Lansing, MI 

Full Time (Hybrid) 

Tuesdays and Wednesdays are REQUIRED on-site days

The ideal candidate is an experienced Salesforce CRM Business Analyst who combines strong analytical skills with excellent stakeholder communication.

Work Location: Hybrid 2-3 days a week Lansing, MI

The role includes business analysis, process mapping, requirements documentation, user-request triage, QA/testing support, reporting and data requirements, communications, training materials, and ongoing business-process improvement.

Key Responsibilities

• Review, analyze, evaluate, and prioritize business and user needs.
• Gather and document business, functional, and system requirements for Salesforce-based CRM applications.
• Translate business needs into clear requirements for development and system enhancement teams.
• Analyze and document existing business processes and identify opportunities for process improvement and reengineering.
• Triage user requests and support tickets, assign appropriate priority and severity, and communicate status to stakeholders.
• Maintain and prioritize CRM inbox communications.
• Prepare communications related to system changes, business-process updates, timelines, enhancements, and releases.
• Develop detailed descriptions of user needs, program functions, and system modification requirements.
• Prepare functional and technical specifications supporting reporting and data-warehouse initiatives.
• Work with IT and business teams to understand reporting and data-warehousing requirements and recommend appropriate solutions.
• Assist with deployment and support of end-user reporting tools and platforms.
• Support business-intelligence and enterprise-reporting enhancements.
• Participate in QA and testing activities as needed.
• Assist with development and drafting of RFPs.
• Create program guidance, job aids, webinar content, and web-based training materials.
• Coordinate technical-assistance and knowledge-transfer sessions.
• Document solutions and provide knowledge transfer to appropriate support teams.
• Monitor program, CRM, and account data.
• Support project-management, process-improvement, and data-management activities.
• Organize, analyze, and present information to technical and nontechnical audiences.
• Manage multiple competing priorities and deadlines.

Required Qualifications

• 5+ years of professional Business Analyst experience.
• Experience working as a Business Analyst with applications built on Salesforce.
• QA and software-testing experience.
• Strong requirements-gathering and analysis skills.
• Experience documenting functional and business requirements.
• Strong business-process mapping and analysis capabilities.
• Strong written and verbal communication skills.
• Strong organizational and documentation skills.
• Ability to analyze, synthesize, and present business and system information effectively.
• Strong data-management skills.
• Experience supporting process-improvement initiatives.
• Ability to manage competing deadlines and multiple priorities.
• Proficiency with Microsoft Office applications including Word, Excel, PowerPoint, and Outlook.

Preferred Qualifications

• Local, state, or federal government experience.
• Azure DevOps experience.
• Experience working in FedRAMP-compliant environments.
• HIPAA knowledge or experience.
• NICE CXone or other contact-center-platform experience.
• Experience with business-process reengineering.
• Familiarity with legacy, core, and emerging technologies.
• Familiarity with relational database concepts.
• Familiarity with client-server concepts.
• Experience supporting data warehousing and business-intelligence initiatives.
• Experience with project management.
• Experience creating user training, job aids, webinars, or technical-assistance materials.