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CRM Business Analyst
Ref No.: 18-20029
Location: Warwick, Rhode Island
CRM Business Analyst
Warwick, RI
6 Month + Contract

Job Description:

The successful candidate will be a self-motivated, Tech-savvy Sr. Business Analyst with the ability to think strategically and collaborate with cross-functional team members in a highly matrixed, fast paced enterprise-level organization. The Senior Business Analyst will lead the end-end analysis, documentation, management, and tracking of business requirements throughout the life of the project/program.

• Develop business requirements to implement new and/or modified processes, complete general business analysis and process mapping activities (i.e., current state, future state)
Communicate technical concepts to non-technical audiences, and business concepts to technical audiences
• Efficiently manage and trace requirements end to end, throughout the life of the project/program
• Plan, lead and host meetings to elicit and document high level and detailed business requirements
• Communicate concepts using narrative, graphical, and visual means with strong business writing and communication skills
• Identify gaps, dependencies and linkages between programs, and communicate findings with appropriate program leadership and team members
• Apply emotional intelligence, communication, planning, meeting management, and time management skills to successfully execute day to day activities
• Work in a virtual environment and/or with virtual team members
• Provide updates to management regarding business analysis deliverables and/or the application and implementation of new or revised processes
• Manages critical relationships with GSC staff, IT partners, and LOB partners
• Performs other duties as assigned or required

Experience Required:
• Extensive experience (>5yrs) with developing business requirement (BRDs) and process mapping (swim lane workflows) documents
Experience in Call Center and/or CRM applications is required
• Experience working on dynamic, transformational projects highly desired
• Experience planning and managing Quality Assurance and User Acceptance Testing highly desired
• Experience working through all aspects of the SDLC with the flexibility to adapt to both Agile and Waterfall methodologies highly desired
• Strong written and oral communication skills, with experience succinctly presenting business analysis outcomes and recommendations
• Ability to work within a team environment as well as independently
• Ability to balance multiple responsibilities and adapt to changing priorities
• Strong working knowledge of Microsoft Word, Excel, PowerPoint, and Visio required

Supervisory Responsibilities:
• None

Education Required and Competencies:
• Bachelor's degree in Business or Information Systems with equivalent experience (>5 years)
• Six Sigma/LEAN certification (beneficial but not required)
• Result Orientation
• Ability to influence
• Strong relationship building skills
• Strong research skills