CRM Business Analyst

Role Overview

We are seeking a CRM Business Analyst to support the development, implementation, and continuous improvement of enterprise CRM solutions. This role partners with business stakeholders, IT teams, and project teams to analyze business processes, translate business requirements into technical solutions, support testing efforts, and drive process improvements while ensuring successful CRM operations.

This opportunity is based in Lansing, MI, and is open to candidates within a 100-mile radius of Lansing, MI. The client is only considering candidates who can work without requiring present or future employment sponsorship.

Key Responsibilities

• Gather, analyze, prioritize, and document business and user requirements
• Translate business needs into functional and technical specifications for CRM enhancements
• Support Salesforce-based CRM applications, including business process improvements and system enhancements
• Manage user requests, support tickets, and CRM communications while coordinating with stakeholders
• Create business process documentation, job aids, training materials, and webinar content
• Perform business process mapping, workflow analysis, and process optimization initiatives
• Support QA and User Acceptance Testing (UAT) activities as needed
• Prepare reporting requirements and support data warehouse and business intelligence initiatives
• Collaborate with IT, business teams, vendors, and stakeholders throughout the project lifecycle
• Assist with RFP development, solution evaluation, cost-benefit analysis, and risk assessments
• Maintain documentation and provide knowledge transfer for implemented solutions

Required Skills (with Years)

• Business Analysis – 5+ years
• Salesforce Business Analysis Experience – 5+ years
• QA and Testing Experience
• Requirements Gathering and Business Process Analysis
• Functional and Technical Documentation
• Business Process Mapping and Process Improvement
• User Story Development and Requirement Documentation
• Stakeholder Communication and Cross-Functional Collaboration
• Data Analysis and Reporting Support
• Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

Preferred Skills

• Local, State, or Federal Government Experience
• Azure DevOps
• FedRAMP
• HIPAA Compliance
• NICE CXone or Other Contact Center Platforms
• Business Process Reengineering
• Business Intelligence and Data Warehouse Support
• Relational Database Concepts and Client-Server Architecture
• Project Management Experience
• Strong Data Management and Reporting Skills