Business Systems Analyst (CRM & Product Support)

Description

Title: Business Systems Analyst (CRM & Product Support)

Location: Charlotte, NC

Duration: 12 months

Work Engagement: W2

Work Schedule: Hybrid 3 days in office/2 days remote

Benefits on offer for this contract position: Health Insurance, Life insurance, 401K and Voluntary Benefits

Summary:

In this contingent resource assignment, you may: Participate in low to moderately complex initiatives and identify opportunity for process improvements within Business Execution. Review and analyze basic or tactical Business Execution assignments or challenges that require research, evaluation, and selection of alternatives, related to low-to-medium risk deliverables. Present recommendations for resolving low to moderately complex situations and exercise some independent judgment while developing understanding of function, policies, procedures, and compliance requirements. Provide information to client personnel in Business Execution. Required Qualifications: Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work or consulting experience, training, military experience, education.

Key Responsibilities:

Product & Project Execution Support

• Partner with Product Owners to support strategic initiatives and day-to-day execution.
• Conduct research, analyze data, document requirements, prepare presentations and status materials, track actions and dependencies, and help drive workstreams to completion.
• Assist with the creation of user stories, test scenarios, process flows, business requirements, and supporting documentation as needed.

Application Support & Operations

• Provide day-to-day support for client product applications, including Salesforce, Microsoft Dynamics 365, Microsoft Teams Deal Hub, and shared services platforms.
• Research and resolve user issues, perform initial troubleshooting, coordinate with technology partners, and help maintain support documentation and knowledge resources.
• Support user access, data quality reviews, testing, release validation, governance activities, and operational processes.

CRM Transformation & Change Delivery

• Support the migration of CIB Salesforce to Microsoft Dynamics 365 and other strategic platform initiatives.
• Perform data analysis, reconciliation, mapping validation, testing, process documentation, and readiness activities.
• Help identify risks, dependencies, gaps, and opportunities for process improvement across applications and business processes.

Stakeholder Partnership & Continuous Improvement

• Collaborate with business partners, technology teams, support organizations, and product teams to resolve issues and deliver enhancements.
• Document and communicate findings, recommendations, and decisions in a clear and concise manner.
• Identify opportunities to streamline processes, improve user experience, and reduce recurring support needs through documentation, automation, and operational improvements.

Key Requirements:

• Applicants must be authorized to work for ANY employer in the U.S. This position is not eligible for visa sponsorship.
• 1 to 3 years of experience in business execution, business analysis, application support, product support, project coordination, data analysis, technology delivery, or a related function.
• Strong working knowledge of Microsoft Excel, including filtering, lookups, comparisons, data validation, and basic analysis.
• Demonstrated ability to produce accurate, organized, and audience-appropriate documentation.
• Strong verbal and written communication skills.
• Ability to work independently while collaborating effectively with Product Owners, business stakeholders, support teams, and Technology partners.
• Ability to manage priorities and deliver results in a changing environment.

Relevant education, internships, financial services experience, or hands-on experience with enterprise applications may be considered in combination with professional experience.

Preferred Experience

• Experience in Corporate & Investment Banking, Commercial Banking, lending, capital markets, treasury management, CRM, or another financial services environment.
• Familiarity with client relationship management, deal management, lending, credit, or operational workflows.
• Exposure to one or more of the following:

o Salesforce

o Microsoft Dynamics 365

o Microsoft Teams and Teams-based applications

o nCino

o SharePoint

o Jira

o Power Apps or Power Automate

o Reporting or data visualization tools

• Exposure to AI-enabled productivity, analytics, or workflow tools such as Microsoft Copilot, Power Platform AI capabilities, or similar technologies.
• Experience supporting users, researching production issues, preparing requirements, or executing application testing.
• Familiarity with data mapping, data reconciliation, system integrations, or migration projects.
• Experience working in a regulated environment with established controls, access requirements, and documentation standards.
• Familiarity with Agile or other structured technology delivery practices.

Top Skill Set

• Strong analytical skills, including the ability to pull, organize, reconcile, and interpret data.
• Ability to evaluate opportunities to streamline work through AI, automation, and reusable assets while maintaining appropriate risk, compliance, and governance standards.
• Ability to independently research issues and communicate clear findings and recommendations.
• Strong written communication and documentation skills.
• Experience supporting business applications, operational processes, or technology projects.
• Ability to manage multiple assignments, track details, and follow work through completion.
• Strong proficiency with Microsoft Excel, PowerPoint, Word, Teams, and SharePoint.
• Experience creating reports, process documentation, test scenarios, or project materials.
• Ability to learn new systems and business processes quickly.
• Sound judgment regarding when to resolve an issue independently and when to escalate.
• Strong attention to detail, ownership, curiosity, and follow-through.