City of Boston

CRM Business Analyst

Posted Date 8 months ago(12/13/2021 12:04 PM)
Req ID
Dpt of Innovation & Technology
Regular Full-Time
ASD-Mgmt Information Systems
Salary Min
Salary Max
Contact Email


Brief job description (essential functions of the job):


The Department of Innovation and Technology team is looking for a Senior Business Analyst. The City of Boston uses a CRM platform to support its nationally-recognized constituent engagement program and to improve the life of Boston’s neighborhood residents. This is an opportunity for an experienced individual to lead the business process design, functional and technical capabilities improvements, product roadmap, and ongoing support of the CRM platform and associated solutions that deliver services to the City’s workforce and constituents.


  • Leads business analysis activities by performing data research and analysis, by investigating problems and recommending options to solutions.
  • Identifies and explores opportunities for service and business improvements.
  • Leads definition, captures, and manages requirements from business stakeholders and users.
  • Documents functional specifications, policies and procedures to ensure alignment with user requirements.
  • Facilitates technical requirements development in collaboration with technology teams.
  • Manages and implements requests for changes to baseline requirements.
  • Identifies and leads engagement with key stakeholders and user groups, tailor communications to their respective needs and works with teams to build relationships.
  • Leads coordination and communication between business users and technology teams.
  • Leads engagement with stakeholders and users to support informational needs, and conduct training sessions.
  • Leads development of functional test specifications, execution and coordination of solution testing, and perform consolidation of testing results for review.
  • Performs functional and technical configuration activities for solution based on documented requirements.
  • Provides end user support as required.
  • Supports issue resolution process and root cause analysis to identify operational performance or configuration issues.
  • Perform related work as required.

Minimum Entrance Qualifications:


  • At least three (3) years of full-time, or equivalent part-time, paid experience in a business analyst role including design and configuration of CRM solutions (Lagan solution is preferred).
  • A bachelor’s degree in decision analysis, computer science or a related field is highly desirable and may be substituted for two (2) years of the required experience. A master's degree can be substituted for three (3) years of the required experience.
  • Demonstrated experience managing business and user requirements to enable implementation of  changes effectively is required.
  • Demonstrated configuration and usage experience with CRM platform technologies is desirable.
  • Demonstrated experience with database, integration, testing, and mobile technologies is desirable.
  • Demonstrated knowledge of configuring, installing, troubleshooting and supporting enterprise software solutions is required.
  • Demonstrated understanding of agile methodology and how to apply the agile mindset to activities.
  • Prior experience in public sector such as City or local government is desirable.
  • Proactive approach and strong communication skills.
  • Comfortable with ambiguity and effective with minimal guidance.
  • Excellent partnering and collaboration skills.
  • Ability to exercise good judgment and focus on the details as required by the job.


BOSTON RESIDENCY REQUIRED -  You must live within Boston city limits at the start of your employment. Residency will be verified.



Union/Salary Plan/Grade:  SENA/MM1-8

Hours per week: 35



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