Hi,
Please find the role below and let us know your interest.
Role: 164891 CRM Business Analyst
Location: Lansing, MI (Hybrid)
Tuesdays and Wednesdays are required on-site days.
Local Candidates only
Experience: 12+ Years
Duration: 12+ Months contract
Interview process: 1st round is a 30 minute virtual interview on Teams. Next round is a one hour in-person interview at the office.
JOB DESCRIPTION:
CRM Business Analyst
Position Description: This position functions as a behavioral health customer relationship
management (BH CRM) analyst to support the development, implementation, monitoring, and
continued improvements of complex strategic initiatives, including but not limited to the business
processes housed in the BH CRM. This position coordinates and communicates with projects
teams, other BH CRM staff, business owners, leadership, IT, and contractors to assist with
operationalizing business processes into the BH CRM. This position will involve business
process mapping, translating business needs into development requirements, creating program
guidance, job aids, and webinar content and web-based trainings, and coordinating technical
assistance learning sessions as directed. This position will also monitor program and account
data.
Duties & Responsibilities:
Reviews, analyzes, evaluates, and prioritizes business and user needs.
Triage user requests and tickets, assign priority and severity, and communicate
effectively to all stakeholders.
Maintain and prioritize CRM inbox communications.
Draft and send communications to users and specific audiences related to business
process upgrades, timelines, system changes, or anything relevant to the system.
Formulates systems to parallel overall business strategies.
Prepares solution options, risk identification, and financial analyses such as cost/benefit,
ROI, buy/build, etc.
Writes detailed description of user needs, program functions, and steps required to
develop or modify computer programs.
Prepare and document Functional and Technical Specifications for reporting and data
warehouse work. Assist with business warehouse/intelligence support and
enhancements.
Assist with developing and drafting RFPs.
Assist in deployment and management of end-user reporting tools and platforms.
Work with IT and business project teams to understand reporting and data warehousing
requirements and propose solutions.
Document and provide knowledge transfer to the rest of the Enterprise Reporting Team
for all solutions.
Reviews, analyzes, and evaluates business systems and user needs.
Formulates systems to parallel overall business strategies.
Relies on limited experience and judgment to plan and accomplish goals.
Performs a variety of tasks.
Works under general supervision; typically reports to a project manager.
Attends all BH CRM meetings as appropriate and assigned.
Assist QA/Testing team when required by volume of work
Required Skills
5+ years of experience as a Business Analyst
Experience as a BA working with applications built on salesforce
QA/Testing Experience
Desired skills
Local, State, or Federal government experience
Other Desired Skills:
Azure Devops
FedRAMP
HIPAA
Nice CXone or other contact center suite
Experienced with business process reengineering and identifying new applications of
technology to business problems to make business more effective.
Familiar with industry standard (including Legacy, Core, and Emerging technologies),
business process mapping, and reengineering.
A certain degree of creativity and latitude is required.
Has knowledge of commonly used concepts, practices, and procedures within a
particular field.
Familiar with relational database concepts, and client-server concepts.
Ability to organize, evaluate, and present information effectively.
Ability to analyze, synthesize, and evaluate a variety of data for use in program
development and analysis.
Other required skills are technologically savvy; strong training and technical assistance
skills; excellent oral and written communication skills; and highly organized and detail
oriented.
Required skills in the use of all necessary software necessary to execute stated duties
and responsibilities (includes the suite of Microsoft Office applications such as Word,
Excel, PowerPoint, Outlook).
Ability to meet competing deadlines.
Strong data management skills.
Experience in process improvement, project management, and data management
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