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 advisorbalancing 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 Northwest9s 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

QUALIFICATIONS
To 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 Experience
5 - 6 years CRM Administration
2 - 3 years Financial Services
5 - 6 years Information Technology Analyst

Licenses and Certifications
CRM Certification Upon Hire