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AI Summary
Lead the collection and documentation of business requirements for a new customer account application. Collaborate with stakeholders and IT teams to design future-state processes and support system testing and change management.
This is a remote position.
Account Management Business Analyst
Description of Duties
- Lead the collection, analysis, and documentation of business requirements for the new customer account application.
- Translate agency goals into clear functional requirements, user stories, workflows, and acceptance criteria.
- Collaborate with stakeholders to define desired customer experience, including onboarding, payments, account updates, communication preferences, and self-service options.
- Map current-state processes and help design future-state processes enabled by the new application.
- Partner with IT, vendors, UX/UI teams, and program managers during solution design, configuration, and testing.
- Support system testing activities including test planning, test case creation, and issue tracking.
- Assist with change management efforts, including training materials, release notes, and stakeholder communications.
- Identify risks, dependencies, and gaps throughout the development lifecycle and recommend solutions.
- Prepare documentation, reports, and presentations for leadership and project governance groups.
Requirements
Required Qualifications
- Bachelor’s degree in Business, Information Systems, Data Analytics, Computer Science, or related field
- Minimum 3+ years of experience as a Business Analyst
- Hands-on experience with Microsoft Dynamics 365 CRM / CE projects
- Strong experience in requirements gathering, process analysis, and documentation
- Experience working with Agile, Hybrid, or Waterfall delivery models
- Ability to create user stories, workflows, and functional requirements
- Strong communication and stakeholder management skills
- Experience in system testing, UAT support, and issue tracking
Preferred Qualifications
- Experience with customer account management or customer-facing applications
- Knowledge of customer portals, payment systems, or self-service platforms
- Experience collaborating with UX/UI, IT, and vendor teams
- Familiarity with wireframes, mockups, and process flow tools
- Experience in change management, training documentation, and release support
- Understanding of integrations within Microsoft Dynamics 365 ecosystem
Benefits
- Paid sick time
- Paid time off
- Work from home
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