CRM Business Analyst

This position functions as a Behavioral Health Customer Relationship Management (BH CRM) Analyst, supporting the development, implementation, monitoring, and continuous improvement of complex strategic initiatives and business processes housed within the BH CRM.

The position coordinates and communicates with project teams, BH CRM staff, business owners, leadership, IT teams, and contractors to operationalize business processes within the BH CRM. Responsibilities include business process mapping, translating business needs into development requirements, creating program guidance and job aids, developing webinar and web-based training content, coordinating technical assistance and learning sessions, and monitoring program and account data.

Duties & Responsibilities

• Review, analyze, evaluate, and prioritize business and user needs.
• Triage user requests and tickets, assign priority and severity, and communicate effectively with stakeholders.
• Maintain and prioritize CRM inbox communications.
• Draft and send communications related to business process upgrades, timelines, system changes, and other relevant system updates.
• Formulate systems that align with overall business strategies.
• Prepare solution options, identify risks, and perform financial analyses, including cost/benefit analysis, ROI, and buy/build evaluations.
• Write detailed descriptions 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 initiatives.
• Assist with business warehouse/business intelligence support and enhancements.
• Assist with developing and drafting RFPs.
• Assist in the 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 solutions and provide knowledge transfer to the Enterprise Reporting Team.
• Attend BH CRM meetings as appropriate and assigned.
• Assist the QA/Testing team when required based on workload.
• Work under general supervision and typically report to a Project Manager.
• Plan and accomplish goals using experience and professional judgment.
• Perform a variety of tasks in support of CRM and business operations.

• 5+ years of experience as a Business Analyst.
• Experience as a Business Analyst working with applications built on Salesforce.
• QA/Testing experience.

Desired Skills

• Local, State, or Federal Government experience.
• Azure DevOps.
• FedRAMP.
• HIPAA.
• Nice CXone or another contact center suite.
• Experience with business process reengineering and identifying new applications of technology to solve business problems and improve effectiveness.
• Familiarity with industry-standard legacy, core, and emerging technologies.
• Business process mapping and reengineering experience.
• Familiarity with relational database and client-server concepts.
• Strong data management skills.
• Strong training and technical assistance skills.
• Excellent oral and written communication skills.
• Highly organized and detail-oriented.
• Ability to organize, evaluate, and present information effectively.
• Ability to analyze, synthesize, and evaluate data for program development and analysis.
• Ability to manage competing deadlines.
• Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.