Business Analyst 5 #164891

Position Title: 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
training 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.
- Attend 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

Required Skills:

WORD