CRM Business Analyst - Hybrid

As a CRM Business Analyst, you will support the development, implementation, enhancement, and ongoing optimization of a behavioral health customer relationship management platform. You will act as a liaison between business stakeholders, technical teams, and support personnel to translate business needs into actionable system requirements, improve operational processes, and ensure successful adoption of CRM solutions. This role requires strong business analysis, process improvement, testing, and stakeholder communication skills within a complex and highly regulated environment., * Gather, analyze, evaluate, and prioritize business and user requirements

• Support CRM system enhancements, implementations, and process improvement initiatives
• Triage user requests and support tickets, assigning appropriate priority and severity levels
• Manage CRM-related communications and stakeholder inquiries
• Draft and distribute communications regarding system updates, enhancements, timelines, and operational changes
• Conduct business process mapping and identify opportunities for process optimization
• Translate business requirements into functional and technical specifications
• Prepare solution recommendations, risk assessments, and cost-benefit analyses
• Support reporting, data warehouse, and business intelligence initiatives
• Collaborate with business and IT teams to define reporting and data management requirements
• Assist with the development of RFPs and vendor-related documentation
• Develop job aids, user guides, webinar content, and training materials
• Coordinate technical assistance sessions and knowledge transfer activities
• Monitor program and account data to ensure accuracy and compliance
• Attend stakeholder meetings and provide analysis and recommendations
• Assist quality assurance and testing teams with validation activities as needed
• Document system changes, business processes, and solution designs

• 5+ years of experience as a Business Analyst
• Experience supporting CRM platforms and applications built on Salesforce
• Experience with quality assurance and software testing processes
• Strong business process analysis and process reengineering skills
• Experience gathering, documenting, and managing business and system requirements
• Strong analytical, problem-solving, and organizational abilities
• Experience developing functional and technical documentation
• Knowledge of reporting, business intelligence, and data management concepts
• Strong data analysis and data management skills
• Excellent verbal and written communication skills
• Experience creating training materials and delivering user support
• Proficiency with Microsoft Office applications including Word, Excel, PowerPoint, and Outlook
• Ability to manage multiple priorities and meet competing deadlines
• Ability to collaborate effectively with business stakeholders, project teams, and technical resources
• Experience with Azure DevOps (preferred)
• Knowledge of HIPAA, FedRAMP, or other regulatory frameworks (preferred)
• Experience with contact center platforms such as NICE CXone (preferred)
• Experience in government, public sector, healthcare, or behavioral health environments (preferred)
• Familiarity with relational databases, reporting platforms, and client-server environments (preferred)
• Experience in project management, process improvement, and operational transformation initiatives (preferred)