Business Architect

Position Summary:

The Business Architect is responsible for gathering and analyzing business requirements, aligning operational needs with technical solutions, and managing the organizational change process. This position plays a critical role in the successful migration and enhancement of the Customer Service Organization’s (CSO) CRM/Analytics platform, ensuring that system functionality and user experience are optimized to support operational excellence and improved customer engagement.

Key Responsibilities:

• Engage with stakeholders to gather and document detailed business requirements and translate them into functional and technical specifications for development teams.
• Analyze and map current business processes to identify gaps and opportunities for optimization during CRM platform migration.
• Collaborate with cross-functional teams, including IT, Data Analytics, Customer Service, and external vendors, to ensure successful end-to-end migration of CRM functionalities.
• Oversee migration of all system integrations including application interfaces, data warehouse connections, data models, analytical dashboards, and system infrastructures.
• Lead the development of enhanced user-based features that support CSO’s operational needs and improve the overall customer support experience.
• Manage change management activities including stakeholder engagement, training development, communication strategies, and user adoption plans.
• Identify and mitigate risks associated with migration and user transition to ensure minimal disruption to daily operations.
• Facilitate design workshops, stakeholder meetings, and status updates to ensure alignment and progress transparency.
• Monitor post-migration performance and user feedback to support continuous improvement.

Qualifications:

• Bachelor’s degree in Business Administration, Information Systems, Computer Science, or related field. Master’s degree preferred.
• Minimum 7+ years of experience in business analysis, enterprise systems architecture, or IT project management with a focus on CRM systems.
• Strong experience managing large-scale system migrations and business transformation initiatives.
• Deep understanding of CRM platforms, data analytics, system integrations, and enterprise-level business processes.
• Proven ability to translate business needs into technical specifications and facilitate successful collaboration between business and technical teams.
• Experience in organizational change management and user adoption strategies.
• Excellent communication, facilitation, and interpersonal skills.
• Proficiency in tools such as Visio, JIRA, Confluence, Microsoft Office, and enterprise architecture modeling tools.

Preferred Experience:

• Familiarity with Salesforce, Microsoft Dynamics, or other enterprise CRM platforms.
• Experience with data warehousing, ETL processes, and reporting tools (e.g., Tableau, Power BI).
• Experience in customer service or call center environments is a plus.

 

 

IMRI offers top-tier benefits that include: medical coverage through nationally recognized carriers, ancillary coverages, paid vacation and sick leave in compliance with all state and local laws, 401(k) with company match, company paid life insurance and LTD, and several additional voluntary coverages.

 

Pay will be commensurate with the experience, skills, and qualifications that the candidate brings to the position.

 

EQUAL EMPLOYMENT OPPORTUNITY

EEO/Affirmative Action Statement and Non-Discrimination Policy IMRI is an Equal Employment Opportunity employer committed to maintaining a non-discriminatory, diverse work environment. In accordance with Title VII of the Civil Rights Act of 1964, Section 503 of the Rehabilitation Act of 1973, Vietnam Era Veteran's Readjustment Assistance Act of 1974 (VEVRAA), Americans with Disabilities) (ADA), and other federal, state, and local anti-discrimination laws, IMRI does not unlawfully discriminate against any person on the basis of race, color, religion, sex, national origin, ancestry, genetic information, age, marital status, sexual orientation, physical or mental disability, or status as a special disabled veteran or other veteran. IMRI will take affirmative action to assure equal opportunity for employment is provided with regard to all personnel actions. This is including but not limited to: recruitment, selection, compensation, benefits, training, promotion, demotion, layoff, termination and all other terms and conditions of employment.