Role: Salesforce CRM Business Analyst
Location: Lansing, MI (Hybrid)
Employment Type: Full-Time
Job Summary
We are seeking an experienced Salesforce CRM Business Analyst to support the development, implementation, and continuous improvement of Salesforce CRM solutions. The ideal candidate will work closely with business stakeholders, project managers, IT teams, and leadership to analyze business requirements, improve business processes, support reporting initiatives, and ensure successful CRM implementations. This role requires strong business analysis skills, Salesforce CRM experience, and the ability to translate business needs into effective technical solutions.
Key Responsibilities
Gather, analyze, and prioritize business and user requirements.
Collaborate with stakeholders to translate business needs into functional and technical specifications.
Support Salesforce CRM implementation, enhancements, and process improvement initiatives.
Perform business process mapping and workflow analysis to identify optimization opportunities.
Manage and prioritize CRM support requests and user issues.
Prepare Business Requirement Documents (BRDs), Functional Requirement Documents (FRDs), user stories, and process documentation.
Conduct cost-benefit analysis, risk assessments, ROI evaluations, and solution recommendations.
Support reporting, dashboards, business intelligence, and data warehouse initiatives.
Collaborate with development, QA, and project teams throughout the Software Development Life Cycle (SDLC).
Participate in QA testing, User Acceptance Testing (UAT), defect tracking, and validation activities.
Develop user guides, training materials, webinars, and knowledge-sharing documentation.
Monitor CRM program performance, reporting accuracy, and data quality.
Assist with RFP development and documentation.
Participate in Agile ceremonies, sprint planning, backlog grooming, and stakeholder meetings.
Provide ongoing production support and recommend continuous process improvements.
Required Qualifications
Bachelor''s degree in Business Administration, Information Systems, Computer Science, or a related field.
5+ years of Business Analyst experience.
Hands-on experience working with Salesforce CRM applications.
Experience gathering business requirements and translating them into technical specifications.
Strong understanding of SDLC, Agile methodologies, and business analysis best practices.
Experience with business process mapping and process improvement.
QA testing and User Acceptance Testing (UAT) experience.
Knowledge of relational databases, reporting, and data management concepts.
Strong analytical, organizational, and problem-solving skills.
Excellent verbal and written communication skills.
Ability to manage multiple priorities in a fast-paced environment.
Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
Preferred Qualifications
Experience working with State, Local, or Federal Government agencies.
Experience with Azure DevOps.
Knowledge of FedRAMP and HIPAA compliance.
Experience with NICE CXone or similar contact center platforms.
Experience with business process reengineering and digital transformation initiatives.
Familiarity with enterprise reporting, business intelligence, and data warehousing.
Salesforce Administrator certification is a plus.
Experience working in Agile/Scrum environments.
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