BrightSpring Health Services

We are seeking a highly skilled and motivated Senior Business Analyst to lead the analysis, design, and implementation of Customer Relationship Management (CRM) systems. This role will act as a bridge between business stakeholders and technical teams, ensuring that CRM solutions align with organizational goals and deliver value.

Key Responsibilities:

1. Requirements Gathering and Analysis:
• Collaborate with stakeholders to understand business needs and translate them into detailed CRM requirements.
• Conduct workshops, interviews, and surveys to gather functional and technical requirements.
• Develop user stories, process flows, and use cases to document system requirements.
2. Solution Design and Development:
• Partner with technical teams to design CRM solutions that enhance customer engagement and operational efficiency.
• Evaluate and recommend CRM features, integrations, and third-party tools.
• Ensure the alignment of CRM capabilities with organizational goals and industry best practices.
3. Project Coordination:
• Act as a liaison between business and IT teams, ensuring clear communication and mutual understanding.
• Manage project timelines, deliverables, and risks related to CRM implementations.
• Facilitate testing, validation, and deployment of CRM solutions.
4. Data and Insights Management:
• Oversee CRM data integrity, governance, and reporting capabilities.
• Provide actionable insights by analyzing CRM data to improve customer acquisition, retention, and satisfaction.
5. Training and Support:
• Develop training materials and conduct workshops to ensure user adoption of the CRM system.
• Provide ongoing support and troubleshooting to business users.

• Education:
  Bachelor’s degree in Business Administration, Information Technology, or a related field. A master’s degree is a plus.
• Experience:
• 8+ years of experience as a Business Analyst, with at least 5 years working on CRM systems (e.g., Salesforce, Microsoft Dynamics, HubSpot).
• Proven track record in leading CRM implementation or enhancement projects.
• Skills:
• Strong understanding of CRM workflows, features, and integrations.
• Proficiency in business analysis tools and methodologies (e.g., Agile, Waterfall).
• Excellent communication, presentation, and stakeholder management skills.
• Analytical mindset with the ability to interpret data and provide actionable recommendations.

• Preferred Skills:

  • Experience with CRM analytics and reporting tools.
  • Certifications in relevant CRM platforms (e.g., Salesforce Administrator, Microsoft Dynamics 365).
  • Knowledge of marketing automation and customer service tools integration.

BrightSpring Health Services provides complementary and integrated home- and community-based pharmacy and health solutions for complex populations in need of specialized and/or chronic care. Through the Company’s service lines, including pharmacy, home health care and primary care, and rehabilitation and behavioral health, we provide comprehensive care and clinical solutions in all 50 states to over 400,000 customers, clients and patients daily. For more information, visit www.brightspringhealth.com. Follow us on Facebook, Twitter and LinkedIn.