CRM Business Analyst 5

Job Title : CRM Business Analyst 5

Location : Lansing, MI ( Hybrid )

Duration : Long Term

40 Hrs Job

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 BPHASA 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

BPHASA business processes into the BH CRM. This position will provide level 1 support to users, helping

triage tickets and requests, and communicate status updates to users. This position will create program

guidance, job aids, and webinar content and web-based trainings, and coordinate technical assistance

learning sessions as directed. This position will also monitor program and account data.

Duties & Responsibilities :

• Reviews, analyzes, and evaluates business systems 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.
• Attends all BH CRM meetings as appropriate and assigned.

Qualifications / Requirements :

to business problems to make business more effective.

responsibilities (includes the suite of Microsoft Office applications such as Word, Excel, PowerPoint, Outlook).