Business Analyst 5 - CRM Business Analyst

Location: Lansing, MI (Hybrid)

Job Type: Contract

Duration: Long-Term

Job Summary

We are seeking an experienced CRM Business Analyst to support enterprise Customer Relationship Management (CRM) initiatives. The ideal candidate will work closely with business stakeholders, technical teams, and project leadership to gather requirements, improve business processes, support Salesforce CRM enhancements, coordinate testing activities, and deliver high-quality business solutions.

This role requires strong analytical, documentation, communication, and stakeholder management skills in a collaborative Agile environment.

Key Responsibilities

• Gather, analyze, document, and prioritize business and system requirements.
• Translate business needs into functional and technical specifications.
• Support Salesforce CRM implementation, enhancements, and ongoing maintenance.
• Perform business process analysis, workflow mapping, and process improvement initiatives.
• Manage CRM support requests, issue tracking, and enhancement prioritization.
• Develop user guides, training materials, knowledge articles, and technical documentation.
• Coordinate with business users, developers, QA teams, project managers, and vendors.
• Support reporting, business intelligence, and data management initiatives.
• Participate in solution design sessions and business process reviews.
• Assist with QA testing, User Acceptance Testing (UAT), defect management, and validation.
• Monitor CRM data quality and support data governance activities.
• Assist with RFP documentation and business reporting initiatives.
• Maintain project documentation and facilitate knowledge transfer.
• Participate in Agile ceremonies, stakeholder meetings, and project planning activities.

Required Qualifications

• 5+ years of Business Analyst experience.
• Experience supporting Salesforce CRM applications.
• Strong business requirements gathering and documentation skills.
• Experience with business process mapping and workflow analysis.
• Experience supporting QA testing and User Acceptance Testing (UAT).
• Excellent communication, facilitation, and stakeholder management skills.
• Strong analytical, organizational, and problem-solving abilities.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Preferred Qualifications

• Experience working in healthcare or behavioral health environments.
• Government or public sector project experience.
• Experience supporting CRM operations and ticket management.
• Experience developing user guides and delivering end-user training.
• Knowledge of Business Process Reengineering (BPR).
• Experience with reporting, business intelligence, and data warehouse concepts.
• Knowledge of relational databases.
• Experience with Azure DevOps.
• Familiarity with FedRAMP and HIPAA compliance.
• Experience with contact center platforms such as NICE CXone.
• Project coordination or project management experience.

Technical Skills

• Salesforce CRM
• Business Analysis
• Requirements Gathering
• Functional & Technical Documentation
• Business Process Mapping
• Workflow Analysis
• User Acceptance Testing (UAT)
• QA Testing
• CRM Support
• Data Analysis
• Business Intelligence
• Data Warehouse Concepts
• Azure DevOps
• Microsoft Office Suite
• Relational Databases
• Agile / Scrum
• HIPAA
• FedRAMP
• NICE CXone (Preferred)

Why Join?

• Long-term hybrid contract opportunity
• Work on enterprise CRM modernization and business transformation initiatives
• Collaborative Agile environment with cross-functional teams
• Opportunity to contribute to impactful, large-scale technology programs