CRM Senior Solutions Analyst

Northwest Bank • Columbus, OH • 6h ago

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 QUALIFICATIONSTo 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.

A t Northwest, we're here for what's next. Whether we're finding opportunities for families, businesses and communities or opening doors for our team, we share a passion for helping the people around us succeed. And we know that in order to provide the highest level of care, we need to understand unique experiences and perspectives. That's why, whether you're interested in a corporate role or something customer-facing, your talent and voice matter. Here, you belong. Working at Northwest, you'll find that we recognize our employees for the important work they do through competitive compensation and benefits, professional development opportunities and by regularly celebrating wins along the way. So, take a look at the opportunities here. And join us as we move into the future making a difference for the people we serve.

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