Business & CRM Support Sr Analyst

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:
The Investment Solutions Group (ISG) Specialist team provides advisors and clients with support across a broad range of products and solutions for both brokerage and fee-based accounts. The Business & CRM Support Sr Analyst will be part of the Specialist COO Team responsible for supporting and enhancing the Salesforce ecosystem used by Specialists and leadership teams.

We are seeking an enthusiastic, intellectually curious, and self-motivated professional to join a small team focused on driving innovation and continuous improvement of the team’s operating model with a focus on the team’s Salesforce platform. This role will serve as a key liaison between business stakeholders and technology teams, helping to translate business needs into scalable Salesforce solutions that improve productivity, reporting, and data-driven decision making.

The role will help administer and enhance Salesforce capabilities including user experience improvements, CRM Analytics dashboards, workflow automation, data integration, user templates, and reporting solutions. The individual will also support the team in other business enablement, reporting, and governance routines as needed.

Responsibilities:

• Manages and enhances the Salesforce platform, including Lightning pages, layouts, components, navigation, templates, quick actions, and other user-facing capabilities to support evolving business requirements and deliver an effective user experience.
• Designs and implements scalable Salesforce solutions and workflow automation, including flows, validation rules, notifications, screen flows, and business processes, partnering with stakeholders to translate requirements into effective platform enhancements.
• Develops and maintains CRM Analytics and reporting solutions, including dashboards, datasets, lenses, and reports that support Specialist activities, sales initiatives, advisor engagement, campaigns, business performance measurement, and leadership reporting.
• Supports Salesforce releases, including testing and deployments, and partnering with technology and data teams on data feeds, integrations, and synchronization.
• Drives Salesforce adoption and platform innovation by serving as a subject matter expert, analyzing user feedback and platform usage, developing training and best-practice documentation, and supporting emerging capabilities including Agentforce, SF Mobile and Linkpoint, AI-enabled workflows, and other Salesforce technologies.

• Supports various performance reporting, business enablement and governance routines across the teams.

Required Qualifications:

• 2-5 years of industry experience.
• High performer in a fast-paced environment with attention to detail and ability to manage and prioritize multiple responsibilities.
• Self-starter that is able to work independently and collaborate across teams with all appropriate stakeholders.
• Experience developing or supporting reporting, analytics, and data visualization solutions, using tools such as Tableau, Salesforce CRM Analytics, Power BI, or similar platforms.
• Familiarity with data sourcing, transformation, and workflow automation, including tools or technologies such as SQL, Alteryx, Salesforce Flow, or comparable solutions.
• Strong process orientation and problem-solving skills, with the ability to understand business needs, identify opportunities for improvement, and translate requirements into scalable processes, reporting, or technology solutions.
• Ability to partner effectively across business, data, and technology teams, manage multiple priorities, support solution implementation and user adoption, and quickly learn new platforms and emerging technologies.

Desired Qualifications:

• Bachelors degree.
• Experience supporting business processes, CRM platforms, reporting solutions, or workflow technologies, with Salesforce experience.

• Salesforce Administrator Certification.
• Experience supporting Salesforce Agentforce, AI-enabled Salesforce capabilities, or conversational AI solutions.
• Experience with SQL, Python, Alteryx, Tableau, or other reporting and analytics platforms.

Skills:

• User Experience Design
• Reporting & Analytics
• Stakeholder Management
• Critical Thinking
• Problem Solving
• Innovative Thinking

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil ​liability.​  

Shift:

Hours Per Week: 

Pay Transparency details

US - MA - Boston - 100 Federal St - 100 Federal St Lp (MA5100), US - NJ - Pennington - 1600 American Blvd - Hopewell Bldg 6 (NJ2600), US - NY - New York - ONE BRYANT PARK - BANK OF AMERICA TOWER (NY1100)

Pay and benefits information

Pay range

$85,500.00 - $120,600.00 annualized salary, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.