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 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.

Education Bachelor's Degree Business, Science or Technology Work Experience5 - 6 years CRM Administration2 - 3 years Financial Services5 - 6 years Information Technology Analyst Licenses and CertificationsCRM Certification Upon Hire Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.
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