CRM Business Analyst

Candidates must be willing to work on a W2 basis, we cannot accept C2C or 1099 candidates.

JOB PURPOSE:

Act as liaison among stakeholders to elicit, analyze, define, and document requirements. Refine processes and enable tools / technology to deliver on business needs. Collaborate with technical teams and solution architects to requirements, specifications, and solution designs.

ESSENTIAL JOB FUNCTIONS:

Process Mapping & Optimization: Map current state (as-is) business processes; Identify challenges and opportunities. Work with business stakeholders & product owners to establish future state (to-be) processes. Partner across the organization to support change management & operationalize new business processes in tandem with tool implementation – training, policies & procedure update, reference documentation, hints, tool workflows, etc.

Requirements Definition & Documentation: Collaborate with business stakeholders and product owner to define and document business & user requirements – through shadowing associates, interviews, working sessions, follow-ups. Use process mapping to inform. Translate business needs into detailed user stories and establish clear acceptance criteria. Support the grooming & prioritization of user stories to ensure alignment with business goals & end-user needs.

Impact Analysis & Technical Integrations: Partner across the organization to ensure delivery of end-to-end solutions. Identify requirements / user stories for other product/technical teams. Partner to ensure holistic designs, complete business solutions and technical integrations (with other systems, tools, technology). Identify impacts and/or gaps that will need to be remediate, including risks. Work with technical & solution architects to ensure appropriate technical integrations in place to support holistic solution & minimize potential solution gaps / delivery risks.

Change Management & User Feedback: Engage end users to solicit input to inform requirements, design and ensure optimal usability and adoption of the solution. Provide support to help operationalize new capabilities – including identification of impacts to support development of training / upskilling, policies and procedures (P&Ps), support documentation, as well as go-live support model to support end users.

End User Support: Engage with business super users to support UAT, test script creation, issue reporting / resolutions, updates to knowledge tool(s) / P&P, go-live preparations, and go-live support / post-production support.

RELATED EXPERIENCE:

• 5+ years as a business analyst partnering with IT to define and deliver customer-centric tools (technical-oriented business analyst).
• 5+ years of experience partnering customer/member facing teams – call center, service experience, or clinical / population health.
• 5+ years of experience in the healthcare industry.
• Desktop / CRM application implementation, including project planning, business requirement management, business analysis and continuous improvement; MS Dynamics 365 experience preferred.
• Involvement in delivering large scale customer-centric initiatives, documenting business processes and supporting change management.
• Experience with related / integrated technology platforms (e.g. Genesys / telephony, campaign management, AI, etc.).
• Excellent communication, prioritization, problem solving, and decision-making skills.

SKILLS/ABILITIES:

• Excellent written and oral communication skills.
• Strong interpersonal skills, including excellent presentation and facilitation skills.
• Self-starter, quality and service oriented-minded; works with little supervision.
• Strong organizational skills; Ability to multi task
• Able to adapt to changes in priorities and assignments quickly and efficiently; flexible with project assignments.
• Ability to establish continuity and translate between business and technology teams – Including ability to decompose business needs into technical solutions and translate technical capabilities into user / business workflows.
• Ability to appropriately maintain confidentiality.