Business Analyst – CRM & Process Optimization

RCM Technologies, Inc. is a business and technology solutions provider seeking a driven Business Analyst – CRM & Process Optimization. In this role, you will optimize the CRM ecosystem and streamline workflows to enhance customer experiences while collaborating with IT and business teams.

Responsibilities:

• Partner with cross-functional business units to identify needs, define user stories, and translate business challenges into clear, actionable CRM requirements (BRDs/FRDs)
• Map "as-is " operational workflows and design "to-be " processes to maximize CRM efficiency, automation, and user adoption
• Work closely with IT development teams and external vendors to design, test, and implement robust CRM features and integrations
• Lead User Acceptance Testing (UAT), define test scripts, and validate CRM enhancements prior to deployment
• Create clear user documentation, process maps, and training materials to ensure seamless platform adoption across business teams
• Serve as a functional Subject Matter Expert (SME) for CRM platforms, assisting with user support, troubleshooting, and continuous enhancement requests

Requirements:

• 3 to 5+ years of proven experience as a Business Analyst, specifically supporting CRM systems (e.g., Salesforce, Microsoft Dynamics 365, HubSpot, or similar enterprise platforms)
• Strong understanding of CRM architecture, data workflows, integrations, and core business analyst tools (Visio, Jira, Power BI, Excel)
• Excellent analytical thinking, problem-solving skills, and strong bilingual communication (Spanish & English) to manage stakeholders effectively
• Bachelor's Degree in Business Administration, Information Systems, Industrial Engineering, or related field
• Experience in the healthcare or health insurance sector (Medicare Advantage, Commercial Health Plans, or Clinical Operations) is highly preferred
• Background in Healthcare, Health Insurance (Medicare Advantage / Commercial Plans), or Clinical Operations in Puerto Rico is a plus
• Certifications: Certified Business Analysis Professional (CBAP), Agile/Scrum certifications (CSPO/PSPO), or Salesforce/Dynamics Administrator certifications is a plus