CRM Senior Solutions Analyst

IN0534 Fishers, OH0523 Independence Bus Office, OH0713 NW Bancshares HQ, PA0258 Bellevue

Job Description

The CRM Solutions Analyst is a hybrid role that combines business analysis, platform administration, and solution delivery. This individual serves as the critical link between business stakeholders and technology execution—owning the end-to-end lifecycle of CRM enhancements from discovery through deployment.Operating within the Enterprise Technology Program Management function, this role ensures CRM solutions are aligned to strategic objectives, scalable across the organization, and effectively adopted by the business.

Essential Functions

•     Partner with business stakeholders to understand workflows, pain points, and user storiesTranslate business needs into functional and scalable CRM solutions
•     Own solution design from concept through deployment and adoptionAct as a trusted advisor—balancing business needs with platform capabilities
•     Administer and configure CRM platform (e.g., Microsoft Dynamics or equivalent)Build and maintain objects, fields, automation, workflows, and user permissions
•     Ensure system performance, usability, and scalabilitySupport releases, enhancements, and production changes
•     Analyze and execute CRM backlogDefine user stories, acceptance criteria, and success metrics
•     Partner with development teams across multiple vendors/environmentsEnsure data quality, consistency, and governance standards are upheld
•     Maintain data structures that support reporting, forecasting, and analyticsExecute on releases across stakeholders and delivery teams, ensuring dependencies in other systems are vetted
•     Support adoption through training, documentation, and change managementLead Business Analysis, Quality Assurance and User Acceptance Testing (UAT)
•     Develop dashboards and reporting to support business decision-makingContinuously refine CRM capabilities to improve efficiency and outcomesAdditional Essential Functions
•     Ensure compliance with Northwest’s policies and procedures, and Federal/State regulationsNavigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency
•     Work as part of a teamWork with on-site equipmentQUALIFICATIONSTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.EducationBachelor's Degree    Business, Science or Technology          Work Experience  5 - 6 years    CRM Administration  2 - 3 years    Financial Services          5 - 6 years    Information Technology Analyst          Licenses and Certifications    CRM Certification    Upon Hire       

Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.