Business Architect–CRM & Analytics System Migration

The Business Architect will lead requirements gathering, process analysis, and solution design for the migration of LADWP's CRM and Analytics platform to a new system. This role requires collaboration with business and technical teams to define and align system functionalities with organizational objectives. The Business Architect will manage stakeholder expectations, drive change management efforts, and ensure smooth adoption of the new system.

WORKSITE: L.A. Department of Water & Power facility (Hybrid)

WORK SCHEDULE: Monday-Friday, standard business hours

ANTICIPATED START DATE: Pending RFP award, mid-year

PAY RATE: $70/hour to $80/hour

WHAT WE OFFER:

• Paid sick leave based on state regulations after 90 days of employment

• Medical, dental, and vision are offered after a waiting period (60% paid by Fortuna)

• Free TeleMedicine and Mental Health for all employees and their families

• Additional volunteer options such as Group Life Insurance, Accidental Insurance, Critical Care, Short Term Disability

WHAT YOU'LL DO:

Business Analysis & Requirement Gathering:

• Collaborate with stakeholders to understand and document business needs, user requirements, and system functionalities.

• Analyze current CRM, Analytics, and data integration processes to define gaps and opportunities for system enhancements.

• Develop business process workflows and use cases to guide system configuration and development.

Solution Architecture & System Migration Planning:

• Translate business needs into detailed technical specifications for the development and implementation teams.

• Define system integration requirements with other LADWP applications, including billing, customer service, outage management, and workforce management.

• Ensure alignment of the migration plan with utility industry best practices.

Stakeholder Management & Change Adoption:

• Act as a liaison between business users, IT teams, and external vendors to facilitate smooth communication and decision-making.

• Develop change management strategies, including user training, communication plans, and system adoption strategies.

• Conduct impact assessments to understand how changes will affect different departments and customer service operations.

Project Oversight & Risk Management:

• Support the project management team in tracking milestones, risks, and dependencies for the CRM/Analytics migration project.

• Ensure compliance with organizational policies, regulatory requirements, and LADWP strategic goals.

• Develop scorecards to evaluate system functionalities and enhancements based on business impact.

Technical & Data Governance Support:

• Work closely with data engineers to ensure proper data migration, integrity, and security throughout the transition.

• Define and document business rules for data processing, integration, and reporting.

• Provide guidance on CRM configuration, AI-driven features, and multi-channel customer engagement strategies.

User Training & Knowledge Transfer:

• Design and oversee training programs for LADWP staff (up to 35 participants) on new CRM and Analytics functionalities.

• Develop system documentation, including business workflows, troubleshooting guides, and best practices for system maintenance.

• Conduct live walkthroughs and provide recorded sessions for ongoing learning and reference.

WHAT YOU'LL BRING:

• Bachelor's degree in business administration, Information Systems, Computer Science, or a related field.

• 7 years of experience in business architecture, business analysis, or IT consulting, preferably in the utilities sector.

• Experience with CRM platforms (e.g., Oracle Siebel CRM, Salesforce) and analytics tools (e.g., Oracle Analytics Server).

• Strong background in system integrations, process automation, and customer experience enhancements.

• Expertise in stakeholder management, change management, and training program development.

• Familiarity with AI-driven customer engagement tools, predictive analytics, and data governance frameworks.

• Experience with cloud-based CRM solutions and hybrid IT architecture.

• Knowledge of data migration strategies and system implementation methodologies.

• Certifications in Business Architecture, Project Management (PMP), or CRM platforms (e.g., Oracle, Salesforce).

Fortuna operates as a staffing agency that sources screens and presents potential candidates for employment opportunities on behalf of our clients.

Fortuna was founded in 2012 by practicing professionals with more than 50 combined years of experience. Our headquarters is in McClellan, California with offices in Los Angeles and New York, and satellite offices in the Philippines and Israel. Fortuna is an active member of multiple California service agreements, including the CMAS, ITMSA (Tier 2), and CalPERS SpringFed Pool, as well as multiple municipalities and large corporation vendor pools

Career Site: www.gofortuna.com.

Salary : $70 - $80