Business Analyst – CRM & Process Optimization

RCM Technologies, Inc.; San Juan (PR); On-site; USD 90,000 - 120,000; Full time

Job summary

RCM Technologies, Inc. is seeking a Business Analyst – CRM & Process Optimization to join its client team in Puerto Rico.

You will optimize our CRM ecosystem, streamline workflows, and bridge business needs with IT execution, leveraging Salesforce or Dynamics 365 to deliver measurable impact. The role involves gathering requirements, mapping as-is and to-be processes, designing CRM features with IT, leading UAT, creating user docs, and enabling adoption across business units.

Qualifications

• 3–5+ years as a Business Analyst supporting CRM systems (Salesforce, Dynamics 365, HubSpot)
• Strong CRM architecture, data workflows, integrations, and BA tools (Visio, Jira, Power BI, Excel)
• Bilingual Spanish & English; healthcare/health insurance knowledge is a plus

Responsibilities

• Requirement Gathering & Alignment with cross-functional units
• Process Mapping: as-is and to-be CRM workflows
• Solution Design: collaborate with IT and vendors on CRM features
• Testing & QA: lead UAT and validate enhancements
• Change Management: create user docs, process maps, training materials
• System Support: SME for CRM platforms and ongoing enhancements

Skills

CRM systems

Requirements gathering

Process optimization

Data workflows

Visio/Jira/Power BI/Excel

Education

Bachelor's Degree in Business Administration or related

Tools

Jira

Visio

Power BI

Excel

Salesforce

Dynamics 365

Job description

Title: Business Analyst – CRM & Process Optimization

Length of Contract: (6+ Months | Potential for Extension)

Position Description:

We are looking for a driven Business Analyst – CRM & Process Optimization to join our client team. In this role, you will play a key part in transforming customer and member experiences by optimizing our CRM ecosystem, streamlining workflows, and bridging the gap between business needs and IT execution. If you enjoy driving efficiency and leverage platforms like Salesforce or Microsoft Dynamics 365 to deliver measurable impact, this is the opportunity for you!

Responsibilities

• Requirement Gathering & Alignment: Partner with cross-functional business units to identify needs, define user stories, and translate business challenges into clear, actionable CRM requirements (BRDs/FRDs).
• Process Optimization: Map "as-is " operational workflows and design "to-be " processes to maximize CRM efficiency, automation, and user adoption.
• Solution Design & Collaboration: Work closely with IT development teams and external vendors to design, test, and implement robust CRM features and integrations.
• Testing & Quality Assurance: Lead User Acceptance Testing (UAT), define test scripts, and validate CRM enhancements prior to deployment.
• Change Management & Enablement: Create clear user documentation, process maps, and training materials to ensure seamless platform adoption across business teams.
• System Support: Serve as a functional Subject Matter Expert (SME) for CRM platforms, assisting with user support, troubleshooting, and continuous enhancement requests.

Qualifications

• Experience: 3 to 5+ years of proven experience as a Business Analyst, specifically supporting CRM systems (e.g., Salesforce, Microsoft Dynamics 365, HubSpot, or similar enterprise platforms).
• Technical Toolkit: Strong understanding of CRM architecture, data workflows, integrations, and core business analyst tools (Visio, Jira, Power BI, Excel).
• Healthcare Industry Knowledge: Experience in the healthcare or health insurance sector (Medicare Advantage, Commercial Health Plans, or Clinical Operations) is highly preferred .
• Soft Skills: Excellent analytical thinking, problem-solving skills, and strong bilingual communication (Spanish & English) to manage stakeholders effectively.
• Industry Experience: Background in Healthcare, Health Insurance (Medicare Advantage / Commercial Plans), or Clinical Operations in Puerto Rico is a plus.

Education & Certifications

• Bachelor's Degree in Business Administration, Information Systems, Industrial Engineering, or related field.
• Certifications: Certified Business Analysis Professional (CBAP), Agile/Scrum certifications (CSPO/PSPO), or Salesforce/Dynamics Administrator certifications is a plus.