CRM Dynamics and Business Systems Analyst

Specific Responsibilities

• 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 platform usage.

Position Requirements

• Bachelor’s degree in Business, Information Systems, Analytics, Computer Science, or a related field, or equivalent professional experience.
• Minimum of three (3) years of experience administering, supporting, and managing Microsoft Dynamics 365 CRM.
• Demonstrated technical expertise in CRM configuration, workflows/automation, security, and data management; experience supporting web platforms/portals or content management systems (e.g., Sitefinity or similar); and strong ability to collaborate with technical and non-technical stakeholders across multiple business units.
• PREFERRED: experience in financial services/banking or another regulated industry; familiarity with Microsoft Dataverse, Power BI, or related reporting tools; experience supporting marketing automation/digital engagement platforms; and demonstrated ability to drive adoption and continuous improvement initiatives.

Knowledge, Skills & Abilities

• Strong analytical and problem-solving skills;
• Ability to translate business needs into technical solutions;
• Excellent written and verbal communication;
• Attention to detail with a focus on data accuracy and governance;
• Ability to manage multiple priorities and work independently in a collaborative environment.

Position Qualifications

• MUST NOT HAVE BEEN CONVICTED ON ANY CIVIL OR CRIMINAL CHARGE THAT WOULD SUGGEST A RISK TO BANK SECURITY.
• Ability to uphold and model the Bank’s Guiding Principles.

Hiring Range

$74,000-87,000

Equal Opportunity Employer