Business Analyst

We are seeking a Senior CRM Business Analyst to support the development, onboarding, tracking, and continuous improvement of strategic public health workflows mapped into a Salesforce CRM ecosystem for a project based in Lansing, MI.

• Location: Lansing, MI 48933 (Candidates must be located within 90 miles of Lansing at the time of submission)

• Work Arrangement: Hybrid

• Role Type: 14-Month Contract (With long-term potential)

• Interview: Virtual

Key Responsibilities

• Requirements & Process Reengineering: Review, analyze, and map complex business workflows. Author detailed functional and technical specifications to optimize Salesforce configurations.

• Queue Triage & Communications: Actively manage and prioritize the primary CRM inbox communications and user ticketing loops, assigning priority and severity metrics.

• Data & BI Architecture: Partner with development teams to gather enterprise reporting datasets, formulate cost/benefit matrices, and support downstream data warehouse upgrades.

• Training & Support: Design, publish, and present comprehensive training assets, detailed job aids, step-by-step documentation, and web-based instructional webinars for end-users.

• Quality Assurance: Collaborate with core QA/Testing teams during peak release cycles to validate features against defined requirements before deployment.

Required Skills & Experience

• Business Analysis: 5+ years of progressive professional experience acting as a dedicated IT Business Analyst.

• Salesforce Platform: Proven experience as a Business Analyst specifically working with applications and custom modules built directly on the Salesforce CRM platform.

• Testing Background: Demonstrable experience assisting with Quality Assurance (QA / Testing) execution, script writing, and system validation.

Desired Skills

• Direct experience operating within Local, State, or Federal government agency workflows.

• Familiarity navigating work item tracking systems inside Azure DevOps.

• Working knowledge of regulatory compliance rules and frameworks, including HIPAA and FedRAMP.

• Experience with enterprise contact center infrastructure suites (such as Nice CXone).

• Strong understanding of relational database concepts and proficiency across the Microsoft Office suite.