CRM Senior Solutions Analyst

Northwest Bank • Fishers, IN

1d • Hybrid

About The Position

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.

Requirements

• Bachelor's Degree Business, Science or Technology
• 5 - 6 years CRM Administration
• 2 - 3 years Financial Services
• 5 - 6 years Information Technology Analyst
• CRM Certification Upon Hire

Responsibilities

• 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
• 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

Benefits

• competitive compensation
• benefits
• professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Senior