Position Details
Job Title: CRM Business Analyst / Business Analyst
Location: Lansing, MI
Work Schedule: Hybrid – Onsite every Tuesday and Wednesday (Mandatory)
Duration: 1+ Year Contract with possible extension
Interview Process: 30-minute virtual Teams interview followed by a 1-hour in-person interview

Important Requirements
Candidates must currently live within 90 miles of Lansing, MI at the time of submission.
Tuesday and Wednesday onsite attendance is non-negotiable.
For the virtual interview, candidates must join via laptop with video enabled and be prepared to share their screen if requested.

Required Skills
5+ years of experience as a Business Analyst
Strong experience working as a BA with Salesforce-based applications
Hands-on QA and Testing experience
Experience gathering and analyzing business and user requirements
Experience translating business needs into functional and technical requirements
Strong business process mapping and process improvement experience
Excellent communication, documentation, and stakeholder management skills
Preferred Skills
Experience working with Local, State, or Federal Government
Azure DevOps
FedRAMP
HIPAA
Nice CXone or other contact center platforms
Business Process Reengineering
Project Management and Data Management
Reporting and Data Warehousing
Relational Database and Client-Server concepts
Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook
Key Responsibilities
Analyze, evaluate, and prioritize business and user requirements.
Support Salesforce-based Behavioral Health CRM initiatives and business processes.
Translate business needs into detailed functional and technical requirements.
Perform business process mapping and identify opportunities for process improvement.
Triage user requests and tickets, assign priority and severity, and communicate with stakeholders.
Manage CRM inbox communications and draft system updates, process changes, and user communications.
Prepare solution options, risk analysis, cost/benefit analysis, and ROI assessments.
Develop functional and technical specifications for reporting and data warehouse initiatives.
Create program guidance, job aids, webinar content, and web-based training materials.
Collaborate with IT teams, business owners, leadership, project teams, and contractors.
Support reporting, data management, and end-user reporting tools.
Assist with QA and testing activities based on project needs.
Document solutions and provide knowledge transfer to team members.
Participate in CRM meetings and support ongoing system enhancements.

Customer Relationship Management Business Analyst

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