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Job Description

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; safeguard system credentials and report security incidents.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

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, and 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 adapt to changing environments.

High attention to detail and ability to manage multiple concurrent deadlines. Ability to run SQL statements against SQL databases.

Experience with CRM/Contact Center integrations and external data connectors.