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
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