Business Analyst - CRM

Business Analyst – CRM  

6 -12 Months contract –   extension   

McLean , VA – On-site   M-F  

Job Description:

Position Summary:

• We are seeking an experienced CRM Business Analyst to work closely with business stakeholders and technology teams to deliver CRM solutions that improve sales, marketing, customer service, and customer engagement processes.
• The ideal candidate will gather requirements, analyze business processes, and support CRM implementations, enhancements, and integrations.

Key Responsibilities:

• Gather, analyze, and document business and functional requirements for CRM initiatives.
• Conduct stakeholder meetings, workshops, and process reviews to identify business needs and improvement opportunities.
• Translate requirements into user stories, process flows, use cases, and functional specifications.
• Support CRM implementations, integrations, enhancements, data migration, and system optimization efforts.
• Collaborate with developers, QA teams, and project managers throughout the project lifecycle.
• Facilitate User Acceptance Testing (UAT), issue resolution, and user adoption activities.
• Maintain project documentation, including BRDs, FRDs, workflows, and process maps.
• Communicate project status, risks, and dependencies to stakeholders.

Required Qualifications:

• Bachelor’s degree in business, Information Systems, Computer Science, or related field.
• 5+ years of Business Analyst experience supporting CRM platforms.
• Hands-on experience with Salesforce, Microsoft Dynamics 365, HubSpot, Oracle CX, or SAP CRM.
• Strong skills in requirements gathering, process analysis, documentation, and stakeholder management.
• Experience in creating BRDs, FRDs, User Stories, Use Cases, and Process Flow Diagrams.
• Understanding of CRM processes including Lead Management, Opportunity Management, Sales Pipeline, Customer Service, and Marketing Campaigns.
• Experience working in Agile and/or Waterfall environments.
• Excellent communication, facilitation, and problem-solving skills.