Business Analyst – CRM & Process Optimization
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At a glance
Requirements
Credentials this posting asks for.
Job overview
RCM Technologies is hiring a Business Analyst – CRM & Process Optimization. The Business Analyst – CRM & Process Optimization will transform customer and member experiences by optimizing the CRM ecosystem, streamlining workflows, and bridging the gap between business needs and IT execution. This role involves driving efficiency and leveraging platforms like Salesforce or Microsoft Dynamics 365 to deliver measurable impact.
Key focus areas include 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, and Work closely with IT development teams and external vendors to design, test, and implement robust CRM features and integrations.
Successful candidates bring Bachelor's Degree In Business Administration. Important skills include Requirement Gathering, User Stories, CRM Requirements, Process Optimization, CRM Efficiency, and Automation.
Skills & qualifications
Skills
Qualifications
Benefits
Full job description
Full Time Contract Title: Business Analyst – CRM & Process Optimization Location: Hato Rey, PR Onsite Length of Contract: (6+ Months | Potential for Extension) Position Description:
We are looking for a driven Business Analyst – CRM & Process Optimization to join our client team. In this role, you will play a key part in transforming customer and member experiences by optimizing our CRM ecosystem, streamlining workflows, and bridging the gap between business needs and IT execution. If you enjoy driving efficiency and leverage platforms like Salesforce or Microsoft Dynamics 365 to deliver measurable impact, this is the opportunity for you!
Responsibilities
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Requirement Gathering & Alignment: Partner with cross-functional business units to identify needs, define user stories, and translate business challenges into clear, actionable CRM requirements (BRDs/FRDs).
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Process Optimization: Map "as-is " operational workflows and design "to-be " processes to maximize CRM efficiency, automation, and user adoption.
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Solution Design & Collaboration: Work closely with IT development teams and external vendors to design, test, and implement robust CRM features and integrations.
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Testing & Quality Assurance: Lead User Acceptance Testing (UAT), define test scripts, and validate CRM enhancements prior to deployment.
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Change Management & Enablement: Create clear user documentation, process maps, and training materials to ensure seamless platform adoption across business teams.
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System Support: Serve as a functional Subject Matter Expert (SME) for CRM platforms, assisting with user support, troubleshooting, and continuous enhancement requests.
Qualifications
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Experience: 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).
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Technical Toolkit: Strong understanding of CRM architecture, data workflows, integrations, and core business analyst tools (Visio, Jira, Power BI, Excel).
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Healthcare Industry Knowledge: Experience in the healthcare or health insurance sector (Medicare Advantage, Commercial Health Plans, or Clinical Operations) is highly preferred .
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Soft Skills: Excellent analytical thinking, problem-solving skills, and strong bilingual communication (Spanish & English) to manage stakeholders effectively.
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Industry Experience: Background in Healthcare, Health Insurance (Medicare Advantage / Commercial Plans), or Clinical Operations in Puerto Rico is a plus.
Education & Certifications
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Bachelor's Degree in Business Administration, Information Systems, Industrial Engineering, or related field.
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Certifications: Certified Business Analysis Professional (CBAP), Agile/Scrum certifications (CSPO/PSPO), or Salesforce/Dynamics Administrator certifications is a plus.
Equal Opportunity Employer: 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. About RCM: RCM is publicly traded on Nasdaq under the symbol RCMT. RCM is a business and technology solutions provider with world-class talent in key market segments. We help design, build, and enable the Industries of Tomorrow, Today. Operating at the intersection of resources, critical infrastructure, and modernization of industries, RCM is a provider of services in Life Sciences, Data & Solutions (IT), Healthcare, Engineering, Aerospace & Defense, and Process & Industrial. 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.
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