CRM Business Analyst

Our client is seeking a CRM Business Analyst to to join a co-mingled consulting and client team supporting a waste-industry CRM implementation. In this role, you will act as the essential link between each facility’s unique operational requirements and a standardized CRM platform, helping translate and guide existing processes into a unified system while enabling a smooth transition to the new solution.

This opportunity is remote with travel to the client site on the West Coast. Travel will be during implementation timelines every 4-6 months. 

Responsibilities

Requirements & Documentation

• Partner independently with client Subject Matter Experts (SMEs) to elicit, document, and validate business requirements
• Develop as-is and future-state process documentation, including detailed workflows and narrative process descriptions
• Conduct gap analysis between current business processes and CRM system capabilities, clearly documenting findings and implications
• Author Business Requirements Documents (BRDs), Functional Requirements Documents (FRDs), and Run Books in alignment with established standards

CRM Configuration & Design

• Evaluate and design CRM configuration options that align client requirements with platform capabilities
• Configure site-specific CRM data, including contracts, price books, materials, vehicles, actions, and related reference data
• Perform exception mapping analysis to identify and resolve edge cases, process variations, and operational deviations

Change Management & Testing

• Support change management activities by documenting current and future-state processes and identifying business impacts
• Execute multi-phase testing, including Functional Testing, Integration Testing, and User Acceptance Testing (UAT), to validate system behavior and data accuracy
• Proactively identify, document, and escalate issues to ensure high-quality deliverables and on-time execution

Collaboration & Communication

• Serve as the bridge between technical teams and business stakeholders, translating complex requirements into clear, actionable language
• Maintain consistent communication via Slack or MS Teams, ensuring visibility into status, blockers, and progress
• Participate in Agile ceremonies, including Daily Stand-Ups, Sprint Planning, and Sprint Reviews
• Engage confidently with stakeholders at all levels, including senior leadership, using a consultative, solution-oriented approach
• Coordinate work through the Project Manager as appropriate and proactively seek additional assignments when capacity allows

Qualifications

• Strong Business Analysis experience with hands-on requirements elicitation and end-to-end process documentation
• Excellent analytical and conceptual thinking skills, with the ability to deconstruct complex workflows and design practical solutions
• Advanced documentation skills with experience producing BRDs, FRDs, Run Books, and process documentation using structured templates and high-quality writing standards
• Proven experience across Functional Testing, Integration Testing, and UAT cycles
• Working knowledge of Agile methodologies and participation in Agile ceremonies (Daily Stand-Ups, Sprint Planning, Sprint Reviews, etc.)
• Strong stakeholder communication skills with the ability to translate technical and operational discussions into clear business requirements
• Self-directed work style with the ability to ramp quickly, manage multiple priorities, and deliver high-quality outputs with minimal oversight
• Consulting-level professionalism, attention to detail, and a consistent focus on delivering high-quality work products
• Bachelors Degree

Nice to Have

• Experience supporting enterprise system RFPs, vendor evaluations, and scoring analysis
• Background in financial systems or transactional/operational platforms
• Experience developing and delivering end-user training materials
• Exposure to industries involving physical operations (e.g., waste management, logistics, transportation, recycling, manufacturing)
• Familiarity with field operations such as drivers, trucks, routing, or materials management workflows