Business Analyst CRM & Application Support

The ideal candidate will have recent experience as a Helpdesk Analyst, Service Desk Analyst, IT Support Analyst, or Technical Support Analyst, with hands-on experience managing tickets, troubleshooting end-user issues, and providing Tier 1 support. The ideal candidate will have experience working with business stakeholders and technology teams, along with strong skills in data analysis, documentation, application support, testing, and process improvement .

Business Analyst / Business Execution Analyst
Location: Charlotte, NC
Work Arrangement: Hybrid
Experience: 1–3 years
 
Position Overview
We are looking for a Business Analyst / Business Execution Analyst to support business applications, product initiatives, operational processes, and technology projects.
The ideal candidate will have experience working with business stakeholders and technology teams, along with strong skills in data analysis, documentation, application support, testing, and process improvement.
 
Key Responsibilities
Business Analysis & Project Support

• Partner with Product Owners and business stakeholders to support strategic initiatives and day-to-day execution.
• Conduct research and analyze business and operational data.
• Gather and document business requirements.
• Assist with user stories, process flows, test scenarios, and project documentation.
• Prepare presentations, status reports, and other project materials.
• Track actions, dependencies, risks, and deliverables through completion.

Application Support

• Provide day-to-day support for enterprise business applications, including Salesforce, Microsoft Dynamics 365, Microsoft Teams-based applications, and SharePoint.
• Research and troubleshoot user issues and coordinate with technology teams when escalation is required.
• Support user access, data quality reviews, testing, release validation, and operational processes.
• Maintain support documentation and knowledge resources.

CRM Transformation & Data Migration

• Support CRM transformation and migration initiatives.
• Perform data analysis, data reconciliation, data mapping validation, and testing.
• Support migration readiness activities and identify data or process gaps.
• Help identify risks, dependencies, and opportunities for process improvement.

Stakeholder Collaboration & Process Improvement

• Collaborate with business stakeholders, Product Owners, technology teams, and support organizations.
• Clearly communicate findings, recommendations, and decisions.
• Identify opportunities to improve processes through automation, AI-enabled tools, documentation, and operational improvements.
• Help improve user experience and reduce recurring support issues.

 
Required Skills

• 1–3 years of experience in Business Analysis, Business Execution, Application Support, Product Support, Project Coordination, Data Analysis, or Technology Delivery.
• Strong analytical and problem-solving skills.
• Strong proficiency with Microsoft Excel, including filtering, lookups, comparisons, data validation, and basic analysis.
• Experience with requirements gathering and documentation.
• Experience with UAT/testing and test scenarios.
• Ability to analyze, organize, reconcile, and interpret data.
• Strong written and verbal communication skills.
• Experience creating process documentation, reports, presentations, or project materials.
• Ability to manage multiple priorities and track work through completion.
• Strong proficiency with Microsoft Word, PowerPoint, Teams, and SharePoint.
• Ability to learn new applications and business processes quickly.

 
Preferred Experience

• Experience with Salesforce or Microsoft Dynamics 365.
• CRM implementation, transformation, or migration experience.
• Experience with data mapping and data reconciliation.
• Exposure to nCino, Jira, Power Apps, or Power Automate.
• Experience with AI-enabled productivity tools such as Microsoft Copilot.
• Financial services, banking, lending, capital markets, or related industry experience.
• Experience supporting enterprise applications or production issues.
• Experience working in a regulated environment.
• Familiarity with Agile or structured technology delivery methodologies.

 
Ideal Candidate
The ideal candidate is someone who can:

• Analyze a business problem and identify the information needed to solve it.
• Work comfortably between business users and technology teams.
• Support applications while also contributing to project initiatives.
• Perform data analysis and reconciliation using Excel.
• Participate in UAT, testing, and migration activities.
• Create clear and organized documentation.
• Research issues before escalating them.
• Identify opportunities to improve processes using automation and AI.
• Manage multiple assignments while maintaining strong attention to detail.

 
Key Technologies
Salesforce | Microsoft Dynamics 365 | Microsoft Teams | SharePoint | Excel | PowerPoint | Jira | nCino | Power Apps | Power Automate | Microsoft Copilot
Note: Experience with all technologies is not required. Strong experience with Salesforce/CRM, Business Analysis, UAT, data analysis, and application support is highly relevant.
 
Ideal Candidate
The ideal candidate will have recent experience as a Helpdesk Analyst, Service Desk Analyst, IT Support Analyst, or Technical Support Analyst, with hands-on experience managing tickets, troubleshooting end-user issues, and providing Tier 1 support.
Note: Candidates with primarily deskside support, field technician, hardware repair, or desktop engineering backgrounds may not be the best fit for this opportunity.