CRM IT Business Analyst (Full Time, Remote, North Carolina Based)

The CRM Business Analyst gathers and documents business and functional requirements for CRM and ancillary applications, converts them into technical specifications and test plans, assists in building and validating CRM product changes, and safeguards products quality and HIPAA compliance across all CRM solutions.

This position will allow the successful candidate to work a schedule that will be primarily remote. While there is no expectation of being in the office routinely, they will be required to come into the Alliance Office for business and team meetings as needed.

Responsibilities & Duties-

• Elicit and Document CRM Requirements
• Lead discovery meetings to capture business objectives, key performance indicators (KPIs), and organizational service needs
• Create requirements artifacts such as Business Requirements Documents (BRDs), business process diagrams, and acceptance criteria that define the desired project outcomes
• Translate Requirements into CRM technical Specifications
• Develop detailed functional and technical specifications for CRM product changes (Salesforce component changes)
• Collaborate with CRM engineers, technical analysts, architects and developers to align solution designs that are sustainable and repeatable – utilizing sound architecture principles
• Ensure specifications address scalability, security (including HIPAA related data encryptions), and maintainability of CRM solutions
• Plan and Execute Testing of CRM Solutions
• Create test plans, test cases, and validation data sets for unit, integration, and user acceptance testing of CRM and ancillary application builds
• Support business stakeholders with UAT; log defects, prioritize fixes, and oversee retesting cycles. Obtain business stakeholder sign-off on product releases
• Verify technical application performance against agreed upon thresholds. Validate performance of application after new releases
• Support Implementation and Ongoing Operations
• Assist with go live activities such as preparation of runbooks, standard operating procedures (SOPs), and cut over checklists for CRM releases
• Monitor initial production runs, perform change reconciliations, and address any discrepancies that arise
• Participate in incident response, root cause analysis, and documentation of lessons learned for continuous improvement in CRM application stack
• Maintain Documentation and Knowledge Base
• Keep current inventories of CRM components, data dictionaries, application diagrams, and model documentation up to date
• Author and refresh end user guides, technical “how to” documents, and component catalogs in line with IT departmental standards
• Communication and Collaboration
• Translate complex technical concepts into clear language for both technical and non technical audiences
• Partner with internal business customers, external entities, and vendor teams to ensure alignment on business and technical architecture
• Contribute to CRM governance initiatives, supporting standards for efficiency, privacy, and compliance

Continuous Improvement

• Utilizes AI (Artificial Intelligence) to increase team productivity while conducting analysis. Demonstrate creativity in determining how to use AI in the day-to-day analysis tasks
• Identify opportunities to streamline analytics workflows through reusable templates, automation (e.g., CI/CD pipelines), and self service tooling
• Define and enhance DevOps process, collaborating with internal business customers
• Recommend best practice enhancements to increase efficiency, application reliability, and user satisfaction

Minimum Requirements-

Education & Experience

Vocational or Technical in in Computer Science, Information Systems, Business Administration, or a related field; and six (6) years of experience in Technical analysis;

OR

Associate’s degree from an accredited university in Computer Science, Information Systems, Business Administration, or a related field; and five (5) years of experience in Technical analysis;

OR

Bachelor’s degree from an accredited university in Computer Science, Information Systems, Business Administration, or a related field; and three (3) years of experience in Technical analysis.

Knowledge, Skills, & Abilities-

Salesforce Certified Business Analyst

Communication skills

Salesforce CRM platform experience

Software Development Life Cycle (SDLC)

• IT Business Analysis experience
• SQL (preferably SOQL) skills
• Service business process mapping experience
• Health Care or Health Insurance experience
• Documentation Tools and Platforms

Salary Range

$83,510 - $106,475/ Hourly

• Exact compensation will be determined based on the candidate's education, experience, external market data and consideration of internal equity
• An excellent fringe benefit package accompanies the salary, which includes:
• Medical, Dental, Vision, Life, Long Term Disability
• Generous retirement savings plan
• Flexible work schedules including hybrid/remote options
• Paid time off including vacation, sick leave, holiday, management leave
• Dress flexibility
• Employment for this position is contingent upon a satisfactory background check and credit check, which will be performed after acceptance of an offer of employment and prior to the employee's start date.