Full Time Contract

Title: Business Analyst CRM Specialist

Location: Hybrid Hato Rey, PR

Length of Contract: One year

Position Description:

RCM is seeking a highly skilled and motivated Business Analyst specializing in Customer Relationship Management (CRM) systems to join our team for a one-year contract, supporting our client in Hato Rey, Puerto Rico. This is a hybrid role, requiring a blend of on-site and remote work.

As the CRM Business Analyst, you will be instrumental in understanding our client's business needs related to their CRM platform (e.g., Salesforce, Microsoft Dynamics 365, HubSpot), translating these needs into clear and actionable requirements, and collaborating closely with technical teams to implement and optimize CRM solutions. Your expertise will be key to enhancing customer engagement, streamlining sales processes, and improving overall business efficiency through the effective utilization of their CRM system. The ideal candidate will be a proactive problem-solver with exceptional analytical and communication skills, possessing a deep understanding of CRM functionalities and best practices, and comfortable working with bilingual teams.

Primary Responsibilities

• In-depth Requirements Elicitation and Analysis: Conduct detailed interviews and workshops with diverse client stakeholders (sales, marketing, customer service, etc.) in both English and Spanish to thoroughly understand their business needs, processes, pain points, and objectives related to customer relationship management. Analyze existing CRM systems, identify areas for improvement or new implementations, and document prioritized functional and non-functional requirements.
• ​ Strategic CRM System Design and Configuration Guidance: Translate complex business requirements into clear and concise technical specifications for the CRM system. Collaborate effectively with CRM developers and administrators to contribute to the design of the CRM architecture, data model, workflows, and integrations with other relevant client systems. Participate in the configuration and customization of the CRM platform to meet specific client needs.
• Process Optimization and Efficient Workflow Design: Analyze and map current client business processes related to sales, marketing, and customer service. Identify opportunities for process optimization and design efficient CRM workflows that enhance automation, data accuracy, and overall efficiency. Develop clear process documentation, including flowcharts and standard operating procedures, related to CRM usage.
• Data-Driven Analysis and Actionable Reporting: Define data requirements essential for effective CRM reporting and analytics. Collaborate with client data teams to ensure data integrity, data cleansing, and data migration processes. Design and develop insightful CRM reports and dashboards to track key performance indicators (KPIs) related to customer engagement, sales performance, marketing effectiveness, and customer service metrics for the client.

Qualifications :

• Extensive CRM Business Analysis Expertise: Demonstrable and proven experience as a Business Analyst with a significant and focused track record of successfully working on CRM system-related projects (e.g., Salesforce, Microsoft Dynamics 365, HubSpot), including analyzing and improving business processes within a CRM context.
• Deep Understanding of Core CRM Functionality: A comprehensive grasp of core CRM functionalities, including sales automation (lead management, opportunity tracking), marketing automation (campaign management, email marketing), customer service (case management, knowledge base), and robust reporting/analytics capabilities.
• Proficiency in Requirements Elicitation and Documentation: Exceptional expertise in effectively gathering business requirements from diverse stakeholders and translating them into clear, concise, and actionable documentation such as user stories, use cases, and technical specifications.
• Strong Analytical and Process Improvement Skills: Strong proficiency in utilizing various business analysis tools and methodologies (e.g., process mapping software, diagramming tools, SWOT analysis, gap analysis) to effectively analyze and improve business processes.
• Experience with CRM Data and Reporting: Significant experience with CRM data analysis and reporting, including the ability to work with CRM data, perform insightful analysis to identify trends and provide recommendations, and develop meaningful reports and dashboards within the CRM environment.
• Proven CRM Integration Capabilities: Prior experience with CRM integrations, demonstrating the ability to identify integration needs and successfully collaborate on the integration of CRM systems with other critical business systems (e.g., ERP, marketing automation platforms) to create a cohesive technology ecosystem.
• Agile Methodology Experience: Familiarity and practical experience with Agile methodologies for project management, enabling effective collaboration within agile development teams and iterative solution delivery.
• Healthcare Industry Acumen and Bilingual Communication: Highly desirable proven experience within the Healthcare Industry, demonstrating an understanding of healthcare-specific business processes and regulatory requirements, coupled with the ability to effectively communicate with bilingual teams (English and Spanish) in Puerto Rico.

Education & Certifications:

• Bachelor's degree in Business Administration, Information Technology, or a related field.
• Certification in a specific CRM platform (e.g., Salesforce Certified Administrator, Microsoft Certified: Dynamics 365 Fundamentals) is highly desirable.

Equal Opportunity Statement:

RCM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Pay Transparency:

RCM believes in transparency and fairness in compensation. We are committed to providing our employees with competitive salaries that reflect their skills, experience, and contributions to our organization. As part of our commitment to pay transparency, we want to provide you with as much information as possible about our compensation practices.

Disclaimer:

This job posting is intended to describe the general nature and the level of the work to be performed. It is not intended to include every job duty and responsibility specific to the position. RCM reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

About RCM:

RCM is a leading provider of Business, IT, and Engineering Services to over 1,000 clients in the commercial marketplace. RCM partners with clients to define, implement and manage a broad range of technologies across multiple platforms, systems, and networks. Our broad geographic presence ensures that a proven and reliable tactical and strategic capability is available and deployable virtually everywhere in North America.