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 stories • Translate business needs into functional and scalable CRM solutions • Own solution design from concept through deployment and adoption • Act 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 scalability • Support releases, enhancements, and production changes • Analyze and execute CRM backlog • Define user stories, acceptance criteria, and success metrics • Partner with development teams across multiple vendors/environments • Ensure data quality, consistency, and governance standards are upheld • Maintain data structures that support reporting, forecasting, and analytics • Execute on releases across stakeholders and delivery teams, ensuring dependencies in other systems are vetted • Support adoption through training, documentation, and change management • Lead Business Analysis, Quality Assurance and User Acceptance Testing (UAT) • Develop dashboards and reporting to support business decision-making • Continuously refine CRM capabilities to improve efficiency and outcomes

Additional Essential Functions • Ensure compliance with Northwest’s policies and procedures, and Federal/State regulations • Navigate 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 team • Work with on-site equipment

QUALIFICATIONS To 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.

Education Bachelor'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