The Customer Relationship Management (CRM) Product Owner Analyst serves as the voice of the customer within the team and has ownership and accountability of the backlog prioritization, roadmap planning, development, and launch of their teams features. The CRM Product Owner Analyst must have deep understanding of the strategic vision of their program to influence the team without direct management authority. This role will require connecting with users and obsessing over their needs. Responsible for building strong and lasting relationships throughout the business and technology to anticipate the needs of their team and customers while maximizing business value.

• Operate as a dedicated member on their development team which includes attending Scrum ceremonies, providing customer input, and preventing delays to their progress through subject matter expertise, guidance, and leadership
• Partner with business analysts to write User Stories in agile toolset and define acceptance criteria to ensure development readiness prior to sprint planning sessions
• Maintain product roadmap ensuring understanding by their team and reporting progress to leadership
• Prioritize and relentlessly maintain the backlog to ensure focus of the team and maximize the contributions of the development team
• Build and maintain relationships with key stakeholders in cross-functional business and technology leadership roles to grow and mature their product
• Partner with other members of the Product Management team, Business Owner, Program Managers, and Portfolio Manager to understand cross-team dependencies and properly sequence work
• Connect with user community and solicit ideas that may result in new product features or shifts in priority
• Contribute to the planning, execution, and review of each sprint through clear communication to the developers
• Accept User Stories based upon the acceptance criteria before UAT to minimize requests for change and/or potential delays in delivery
• This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Education/credentials

• Bachelors degree in Computer Science, Management Information Systems or related field
• In lieu of an undergraduate degree, the ratio is 1:1 meaning one year of college is equal to one year of directly related work experience and vice versa
• Professional Scrum Product Owner (PSPO), Certified Scrum Product Owner (CSPO), Certified SAFe Product Manager (SAFe POPM) or willingness to complete upon hire

Job-related experience

• 5 years working on a Customer Relationship Management (CRM) product or directly supporting sales departments use of the CRM; Microsoft Dynamics experience is a plus, but not required
• Developing, managing, and partnering with technology teams to deliver a roadmap that incorporates the ideas and supports the strategies of cross-functional department leaders
• Operating in or interacting with teams using Agile methodologies, ideally Scrum or SAFe is preferred
• Dictating and/or capturing business requirements, ideally in the form of User Stories
• Experience working with technology teams especially digital product development
• Analyzing data to determine impact and make informed decisions
• Communicating professionally clear and concise communication whether written, verbal, or formal presentation to all levels of an organization including executives
• Translation between business and technology teams in a liaison role with the goal of shared understanding by avoiding jargon or tech speak is preferred
• Operating and problem solving in especially ambiguous situations
• Ability to commit to a decision, disagree, and deliver bad news
• Delivering results in a time-sensitive environment

Job-related skills/competencies

• Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility
• Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions
• Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism
• The ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies
• Operates and interacts with teams using Agile methodologies, ideally Scrum or SAFe is preferred
• Dictating and/or capturing business requirements, ideally in the form of User Stories
• Experience working with technology teams especially digital product development
• Analyzing data to determine impact and make informed decisions
• Communicates professionally clear and concise communication whether written, verbal, or formal presentation to all levels of an organization including executives
• Translation between business and technology teams in a liaison role with the goal of shared understanding by avoiding jargon or tech speak
• Superior and competent problem-solving skills in especially ambiguous situations
• Ability to commit to a decision, disagree, and deliver bad news
• Delivers results in a time-sensitive environment
• Excellent analytical and problem-solving skills are essential
• Ability to effectively multi-task and adapt to changing business priorities
• Excellent attention to detail
• Large scale multi-site IS operations experience