The CRM Business Analyst Senior's primary responsibility is to understand the business problems and opportunities in the context of the business requirements. The analyst will recommend and document solutions that enable the use of CRM as a business enabler. Under the direction of the program director, directs analysis activities for projects requiring functional integration. The role includes supporting the product, processes and users.

Business Analyst

• Work with business leaders, system users, and IT to improve the use of CRM as a business enabler by defining detailed requirements for enhancements to the system, business process improvements, delivery of insights, and opportunities for improved operation
• Under general direction of the program director, facilitate the alignment of streamlined processes and system integrations
• Provide documented requirements (in the form of user stories) for product backlog
• Lead the team through analysis of the requirements creating finite written details of business requirements and design to the point the development lead indicates the story is ready for development to begin
• Ensures the development team understands items in the product backlog
• Influence the prioritization of the product backlog according to business value
• Participate in sprint planning processes and execute on the sprint plan presented by the development team
  
• Accepts/rejects (sign-off) on the software sprint reviews
  
• Plan, document, and execute user acceptance testing (UAT) scenarios against the system, functionality, and
  processes during product releases and patches
• Participate in go/no-go of the release plan
• Provide visibility, transparency, and clarity to the product backlog for all stakeholders
• Represent the voice of the customer, providing input on product recommendations on behalf of the business

Product Support:

• Execute and complete assigned project tasks to provide quality plans, reports, and other assigned deliverables in a timely way during active projects
• Provide quality assurance backup support
• Facilitate, develop, schedule, and assist with meetings, presentations, and other communications specific to the deliverable and audience
• Manage and assist with daily and recurring CRM administration tasks
• Support issue resolution by evaluating impacts of defects on the business, working with IT to develop plans for resolution
• Provide process and product support individually and through collaboration with business and IT resources
• Suggest ways to track product use and impact on end users
• Contribute to the build and delivery of quality and efficiencies into processes and project deliverables
• Manages small projects or assigned project work streams in larger projects
• Support the development of training and process materials
• Collaborate with project team members to solve implementation issues and business problems
• Contribute to the build and delivery of change management plans

EDUCATION/CERTIFICATIONS

• Bachelor degree in business, technology or related business field of study required or equivalent work experience
• Dynamics CRM or equivalent experience - preferred
• Business Analyst certification (or willingness to obtain) preferred
  

TECHNICAL/SOFT SKILLS

• Intermediate Microsoft Office skills
  • Word, Excel, PowerPoint required
  • OneNote, Visio preferred
• Effective organizational, facilitation, and time management skills required
• Ability to manage and integrate change into a project or process required
• Self-motivated and effectively manages multiple priorities

EXPERIENCE

• 3+ years' experience training, supporting, or designing business solutions required
• Software implementation project experience required
• Operations business process improvement experience preferred
• Change Management experience preferred
  

LEADERSHIP SKILLS

• Strong communication skills for differing audiences and situations, including persuasion, facilitation and presentation skills; appropriately translates functional/technical language
• Holds self and others accountable for sharing knowledge and best practices