Business Analyst

Role Overview

This contract opportunity is for an experienced Business Analyst to support a Behavioral Health Customer Relationship Management (BH CRM) program in Lansing, Michigan. The role focuses on Salesforce CRM development, implementation, enhancements, and ongoing support, while partnering with business stakeholders, IT teams, leadership, and vendors.

Assignment Details

• Location: Lansing, MI, with a hybrid work arrangement
• Duration: 15 months
• Employment type: Temporary

Submission Requirements

• Applicants must live within 90 miles of Lansing, MI when submitted; this is mandatory.
• The position requires a hybrid schedule that includes onsite work in Lansing, MI.

Required Qualifications

• An associate degree is required.
• At least 5 years of business analyst experience is required.
• Hands-on experience with Salesforce-based applications is required.
• Practical QA and testing experience is required.

Preferred Qualifications

• Prior experience in state or federal government environments is preferred.
• Knowledge of Azure DevOps is preferred.
• Familiarity with FedRAMP and HIPAA is preferred.
• Experience with NICE CXone or similar contact center platforms is preferred.
• Business Process Reengineering (BPR) experience is preferred.
• Experience creating process maps and workflow documentation is preferred.
• Understanding of relational databases and client-server architecture is preferred.
• Strong analytical, communication, and documentation abilities are preferred.
• Background in process improvement, project management, and data management is preferred.
• Proficiency with Microsoft Word, Excel, PowerPoint, and Outlook is preferred.

Key Responsibilities

• Collect, analyze, and document business as well as functional requirements.
• Convert business needs into technical specifications and development-ready requirements.
• Map business processes and identify opportunities to improve workflows.
• Handle CRM support requests, rank issues by priority, and help drive resolution.
• Create functional and technical documentation.
• Develop user guides, quick-reference job aids, training materials, and webinar content.
• Share system updates, enhancement details, and implementation schedules with stakeholders.
• Support QA activities, including test planning and validation.
• Work with IT, business teams, and vendors across the project lifecycle.
• Assist with reporting, data analysis, and business intelligence work.
• Contribute to RFP development and evaluate solution options.
• Track CRM program performance and monitor data quality.
• Participate in project meetings and provide ongoing support for BH CRM efforts.

Additional Information

This position supports a Behavioral Health CRM initiative centered on Salesforce. The successful candidate should be able to translate business needs into technical solutions, help improve processes, and support user adoption throughout the engagement.