Business Analyst (CRM)

We are seeking a skilled and detail-oriented Business Analyst - CRM to join our team. The ideal candidate will play a crucial role in optimizing and enhancing our CRM (Customer Relationship Management) systems to drive business growth, streamline customer interactions, and improve overall business operations. The Business Analyst will work closely with stakeholders, IT teams, and business units to analyze requirements, define solutions, and support the successful implementation and use of CRM tools.

• Collaborate with business stakeholders to understand CRM needs, processes, and goals.
• Analyze business requirements and translate them into functional specifications for CRM system enhancements or customizations.
• Conduct gap analysis between current CRM system capabilities and desired functionality.
• Work closely with development teams to design and implement CRM solutions that align with business objectives.
• Create detailed process maps, user stories, and system workflows to ensure clear understanding and documentation of CRM requirements.
• Support the CRM system integration with other enterprise systems, ensuring seamless data flow and operational efficiency.
• Provide ongoing support and troubleshooting for CRM-related issues, serving as the primary point of contact for CRM inquiries.
• Perform testing and validation of CRM solutions to ensure quality, accuracy, and performance.
• Monitor CRM system usage, gather feedback, and recommend continuous improvements based on user experience and business needs.
• Conduct training and provide documentation for end-users to ensure smooth adoption of CRM tools.
• Assist in the creation of reports, dashboards, and analytics to measure CRM effectiveness and business outcomes.
• Ensure compliance with data privacy and security standards when managing CRM data.

*Position is contingent upon Spring 2025 contract award*

• TS/SCI with Polygraph level clearance is required.
• BA/BS and 8+ years of experience; Masters and 6+ years of experience; an additional four years of experience may be considered in lieu of degree.
• Proven experience as a Business Analyst, with a focus on CRM platforms (Salesforce, HubSpot, Microsoft Dynamics, etc.).
• Strong understanding of CRM processes, customer lifecycle management, and data-driven decision-making.
• Excellent analytical, problem-solving, and troubleshooting skills.
• Experience working with cross-functional teams and translating business requirements into technical solutions.
• Knowledge of CRM system configuration, customization, and integration with other enterprise tools.
• Familiarity with data reporting and analytics, with experience in tools like Excel, Power BI, or Tableau being a plus.
• Strong communication skills, with the ability to interact with both technical and non-technical stakeholders.
• Ability to work independently, manage multiple priorities, and meet deadlines in a fast-paced environment.                     

Preferred Qualifications:

• Experience with Agile/Scrum methodology.
• CRM certification (Salesforce, HubSpot, Microsoft Dynamics, etc.) is a plus.
• Experience with process improvement methodologies (Six Sigma, Lean, etc.).