CRM Business Analyst - DTMB

Client Name Michigan Department of Technology, Management & Budget (DTMB)

Requisition 164891

Location Lansing, MI.

Duration 1+ year

Due Date 08/26/2026

C2C Possible Yes. Rate depends on experience

Interview Method Webcam & Onsite

NOTE:
Candidates MUST be located within 90 miles of Lansing, MI (non-negotiable). No relocation allowed. Tuesdays and Wednesdays are REQUIRED on-site days. We can accept H1b, H4, TN and other valid work visas for IT. However we cannot accept OPT or CPT visas at this time.

Our client seeks a CRM Business Analyst. 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.

Tasks

• Reviews, analyzes, evaluates, and prioritizes business and user needs.
• Triage user requests and tickets, assign priority and severity, and communicate effectively to all stakeholders.
• Maintains and prioritizes CRM inbox communications
• 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.
• Drafts and sends 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.
• Involved in business process mapping, translating business needs into development requirements, creating program guidance, job aids, webinar content and web-based trainings, and coordinating technical assistance learning sessions as directed.
• 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.
• Prepares and documents Functional and Technical Specifications for reporting and data warehouse work.
• Assists with business warehouse/intelligence support and enhancements.
• Assists with developing and drafting RFPs.
• Assists in deployment and management of end-user reporting tools and platforms.
• Works with IT and business project teams to understand reporting and data warehousing requirements and propose solutions.
• Documents and provides 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.
• Assists QA/Testing team when required by volume of work

Knowledge, Skills and Abilities Required:

• A certain degree of creativity and latitude is required.
• Knowledge of commonly used concepts, practices, and procedures within a particular field.
• 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
• Strong training and technical assistance skills
• Excellent oral and written communication skills
• Highly organized and detail oriented.
• Ability to meet competing deadlines

• 5+ years' Experience as a Business Analyst
• Experience as a BA working with applications built on Salesforce
• QA/Testing Experience
• Experience with software necessary to execute duties and responsibilities (includes the suite of Microsoft Office applications such as Word, Excel, PowerPoint, Outlook).
• Local, State, or Federal government experience
• Experience in process improvement, project management, and data management
• FedRAMP
• HIPAA
• Nice CXone or other contact center suite