CRM Dynamics and Business Systems Analyst

Our core mission at FHLBank Indianapolis is to provide reliable and readily available liquidity to our member institutions to support housing finance and community development. Simply put, we’re a bank for banks, credit unions, community development financial institutions and insurers across Indiana and Michigan. We also assist in meeting the economic and housing needs of communities and families through grants and subsidized advances that support affordable housing and economic development.

• Flexible hybrid workforce model: onsite three days a week and two days remote, with additional remote flex days available.
• Competitive pay and reward structure with an industry‑high 401(k) match up to 6% plus an additional 4% contribution.
• Tuition reimbursement assistance to support personal and professional development.
• Student loan repayment assistance.
• Medical, dental, vision benefits and pet insurance.
• Generous time off: vacation, paid federal holidays, birthday month floating holiday, volunteer day and summer hours program.
• Dress code: choose appropriate work attire based on the day’s activities.

The CRM Dynamics & Business Systems Analyst is responsible for the administration, optimization, and strategic support of core business development platforms, including Microsoft Dynamics 365 CRM, the Member Portal, Sitefinity, and Business Partner contact management systems. This role serves as a key liaison between Sales, Marketing, Operations, Analytics, IT, and other bank business units to ensure systems effectively support member engagement, relationship management, and data‑driven decision‑making.

The following statements describe the general nature and level of work performed. They are not an exhaustive list of all responsibilities or abilities required.

• Serve as the primary business owner and administrator for Microsoft Dynamics 365 CRM (configuration, workflows/automation, security roles, data structures, and integrations).
• Monitor Dynamics 365 CRM and related platform performance (availability, responsiveness, integrations, scheduled jobs) and proactively identify and resolve issues.
• Manage and support the Member Portal and Sitefinity platforms to ensure functionality, usability, and alignment with business development and marketing objectives.
• Oversee contact and relationship management across Dynamics 365 CRM and the connected Business Partner system, including end‑to‑end contact processes (create/update/inactivate), ownership standards, duplicate detection/merge procedures, and cross‑system synchronization to ensure data integrity and governance.
• Provide system support to Business Development teams to enhance relationship management, activity tracking, pipeline visibility, and strategic account planning.
• Collaborate with Sales and Marketing to support campaigns, communications, member segmentation, and digital engagement initiatives.
• Partner with Analytics to support accurate reporting, dashboards, and analytical insights, including developing and maintaining CRM views, dashboards, and reports (and/or coordinating Power BI outputs) to improve pipeline visibility and activity tracking.
• Act as the primary point of contact between Business Development and IT, translating business requirements into technical specifications and supporting system enhancements, integrations, and upgrades.
• Support testing, deployment, documentation, and user adoption for new features and system changes; maintain documentation for configurations, security changes, workflows/automation, integrations, and enhancements.
• Establish and maintain best practices for data quality, security, access controls, and system documentation; coordinate and validate data backup, retention, and recovery procedures in partnership with IT.
• Stay current on Microsoft Dynamics 365 release waves and best practices; assess impact, recommend adoption, coordinate testing, rollout communications, and training.
• Identify and implement opportunities to improve efficiency through automation, workflow optimization, and system enhancements; develop training materials and provide ongoing user support to ensure effective and consistent…