Insight Global
This range is provided by Insight Global. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $100,000.00/yr - $140,000.00/yr
Lead Business Analyst – CRM (Salesforce)
Location:
100% Remote (US)
Employment Type:
6-month Contract-to-Hire
Salary Range:
$100k–$140k
Summary
The Lead Business Analyst (CRM) is responsible for driving the delivery of high-quality business and functional requirements for the Salesforce CRM platform, focusing on customer relationship management and call center integrations. This role leads requirements‑elicitation sessions, translates business needs into clear specifications, and supports business case development. The Lead BA ensures CRM workflows are optimized for business needs and regulatory compliance.
Key Responsibilities
Serve as a subject matter expert in CRM operations, including call center integration, email‑to‑case functionality, and customer data management.
Lead and facilitate requirements‑gathering sessions with cross‑functional stakeholders, including business, operational, and technical teams.
Translate business needs into detailed technical and functional requirements for Salesforce CRM.
Document business requirements, workflows, user stories, acceptance criteria, and data mappings.
Analyze current‑state CRM workflows and systems to identify gaps, inefficiencies, and improvement opportunities.
Conduct root‑cause analysis and propose solutions to CRM system issues.
Support Salesforce platform configuration, troubleshooting, and optimization for CRM applications.
Ensure system designs support CRM workflows and regulatory/quality mandates.
Collaborate with Project Managers to define project scope, estimates, timelines, risks, and status communications.
Coordinate activities across IT, business operations, and external vendors.
Support change management, release planning, and production deployments.
Lead development of training materials and sessions for CRM users and IT staff.
Maintain strong end‑user engagement throughout the design, development, testing, and deployment lifecycle.
Comply with all IT security requirements and policies; SEM safeguard system credentials and report security incidents.
Qualifications
Bachelor’s degree in Information Systems, Computer Science, or equivalent experience.
10+ years of experience in business or systems analysis within IT development, with at least 3 years in CRM or call center environments.
3‑5 years with Salesforce CRM and call center platforms (e.g., 8x8) strongly preferred.
Exceptional requirements‑elicitation, facilitation, communication, and documentation skills.
Strong analytical, problem‑solving, and mentoring capabilities.
Familiarity with advanced IT concepts, LAN, security au web technologies.
Experience with client/server databases (SQL, DB2), reporting tools, and data models.
Proficiency with Microsoft Office, Visio, SQL Server, SharePoint, and Agile/Scrum processes.
Understanding of SDLC, change management, and software quality assurance practices.
Ability to multitask, prioritize, and تك adapt to changing environments.
High attention to detail and ability to manage multiple concurrent deadlines.
Nice‑to‑Have
Ability to run SQL statements against SQL databases.
Experience with CRM/Contact Center integrations and external data connectors.
Seniority level
Mid‑Senior level
Employment type
Full-time
Job function
Analyst
Industries: Hospitals and Health Care
Referrals increase your chances of interviewing at Insight Global by 2x
Medical insurance
Vision insurance
401(k)
#J-18808-Ljbffr
Base pay range $100,000.00/yr - $140,000.00/yr
Lead Business Analyst – CRM (Salesforce)
Location:
100% Remote (US)
Employment Type:
6-month Contract-to-Hire
Salary Range:
$100k–$140k
Summary
The Lead Business Analyst (CRM) is responsible for driving the delivery of high-quality business and functional requirements for the Salesforce CRM platform, focusing on customer relationship management and call center integrations. This role leads requirements‑elicitation sessions, translates business needs into clear specifications, and supports business case development. The Lead BA ensures CRM workflows are optimized for business needs and regulatory compliance.
Key Responsibilities
Serve as a subject matter expert in CRM operations, including call center integration, email‑to‑case functionality, and customer data management.
Lead and facilitate requirements‑gathering sessions with cross‑functional stakeholders, including business, operational, and technical teams.
Translate business needs into detailed technical and functional requirements for Salesforce CRM.
Document business requirements, workflows, user stories, acceptance criteria, and data mappings.
Analyze current‑state CRM workflows and systems to identify gaps, inefficiencies, and improvement opportunities.
Conduct root‑cause analysis and propose solutions to CRM system issues.
Support Salesforce platform configuration, troubleshooting, and optimization for CRM applications.
Ensure system designs support CRM workflows and regulatory/quality mandates.
Collaborate with Project Managers to define project scope, estimates, timelines, risks, and status communications.
Coordinate activities across IT, business operations, and external vendors.
Support change management, release planning, and production deployments.
Lead development of training materials and sessions for CRM users and IT staff.
Maintain strong end‑user engagement throughout the design, development, testing, and deployment lifecycle.
Comply with all IT security requirements and policies; SEM safeguard system credentials and report security incidents.
Qualifications
Bachelor’s degree in Information Systems, Computer Science, or equivalent experience.
10+ years of experience in business or systems analysis within IT development, with at least 3 years in CRM or call center environments.
3‑5 years with Salesforce CRM and call center platforms (e.g., 8x8) strongly preferred.
Exceptional requirements‑elicitation, facilitation, communication, and documentation skills.
Strong analytical, problem‑solving, and mentoring capabilities.
Familiarity with advanced IT concepts, LAN, security au web technologies.
Experience with client/server databases (SQL, DB2), reporting tools, and data models.
Proficiency with Microsoft Office, Visio, SQL Server, SharePoint, and Agile/Scrum processes.
Understanding of SDLC, change management, and software quality assurance practices.
Ability to multitask, prioritize, and تك adapt to changing environments.
High attention to detail and ability to manage multiple concurrent deadlines.
Nice‑to‑Have
Ability to run SQL statements against SQL databases.
Experience with CRM/Contact Center integrations and external data connectors.
Seniority level
Mid‑Senior level
Employment type
Full-time
Job function
Analyst
Industries: Hospitals and Health Care
Referrals increase your chances of interviewing at Insight Global by 2x
Medical insurance
Vision insurance
401(k)
#J-18808-Ljbffr