CRM Business Analyst

About the role

You will be responsible for translating business needs into clear, actionable CRM requirements, process flows, user stories, acceptance criteria, and solution recommendations. Partnering with business stakeholders, the CRM Product Owner, the CRM Platform Manager / Business Owner, the Scrum team, IT, data/reporting teams, and change/adoption partners to ensure CRM enhancements solve validated business problems, improve the user and customer experience, protect data quality, and support the broader enterprise CRM strategy.

Responsibilities

• Clarify the business outcome, define the current-state and future-state process impacts, document data and reporting needs, and help move work from discovery into a delivery-ready backlog.
• Supporting value realization by helping define success measures, adoption needs, testing scenarios, release readiness, and post-release improvement opportunities.

Requirements

• 3-5+ years of experience in business analysis, CRM analysis, product analysis, business systems analysis, or a comparable role supporting technology-enabled business processes.
• Experience using generative AI tools to support business analysis activities, including drafting, refining, and validating user stories, acceptance criteria, business requirements, functional requirements, process documentation, and stakeholder-ready summaries.
• Experience eliciting, documenting, validating, and managing business and functional requirements with multiple stakeholder groups.
• Working knowledge of CRM concepts, including accounts, contacts, leads, opportunities, activities, cases, customer interactions, business process flows, forms, views, dashboards, and reporting.
• Experience writing user stories, acceptance criteria, process flows, requirement documentation, UAT scenarios, and business-facing release documentation.
• Familiarity with Agile/Scrum delivery practices and backlog tools such as Azure DevOps, Jira, or comparable platforms.
• Strong analytical, facilitation, communication, and critical-thinking skills, with the ability to translate ambiguity into clear requirements and practical next steps.
• Experience supporting change management, training, adoption, stakeholder communications, or user enablement for business applications.
• Strong attention to detail and ability to balance business value, user experience, process governance, and delivery feasibility.

Qualifications

Project Management Institute, Inc. is committed to providing equal employment opportunities without regard to sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected veteran status, or any other characteristic protected by applicable law.