Senior Functional Analyst - Client Management

First American Trust is seeking an experienced, business-focused, and technically proficient Senior Functional Analyst to join our Client Management product team. This team is responsible for developing and enhancing solutions that support customer relationship management, sales, and client onboarding, with a focus on delivering an exceptional customer experience. Our technology ecosystem includes Salesforce CRM and integrated onboarding workflows leveraging Prelim, Docusign, and our Fiserv DNA core banking platform. These solutions help our business teams manage customer relationships, streamline onboarding processes, and deliver efficient, reliable service. In this role, you will serve as a key bridge between business stakeholders and technical delivery teams, translating complex business needs into practical, scalable, and well-defined technology solutions. You will collaborate with Product Owners, Developers, Quality Assurance, business partners, and external vendors to analyze workflows, evaluate solution options, clarify requirements, and support successful implementation. We are looking for a proactive problem solver who combines strong business acumen, analytical and critical thinking, technical fluency, and exceptional communication skills. The ideal candidate can independently lead complex feature and workflow analysis, challenge assumptions, anticipate risks and downstream impacts, and take ownership of delivering meaningful business outcomes. You will be part of a collaborative, remote Agile product team that values innovation, continuous learning, accountability, and delivering exceptional service to our customers. What You'll Do: Business Partnership & Solution Analysis • Build strong relationships with business and technology partners, including Sales, Relationship Management, Banking Operations, New Accounts, Client Services, Compliance/Risk, Information Security, and other technology teams. • Partner with stakeholders to understand business objectives, processes, policies, and operational challenges, identifying both explicit and underlying needs and translating them into actionable functional and technical requirements. • Lead discovery and analysis of complex business processes, document current-state and future-state workflows, and recommend solutions that simplify customer onboarding, reduce manual effort, improve data quality, and enhance the customer experience. • Collaborate with Product Owners, Developers, and technical partners to evaluate solution alternatives, challenge assumptions, identify dependencies, and recommend approaches that balance business value, technical feasibility, operational efficiency, and risk. Systems, Integrations & Technical Analysis • Develop an end-to-end understanding of internally developed cloud-native applications and vendor software platforms, including Salesforce, Prelim, DocuSign, Fiserv DNA, and their configurations, data flows, and system integrations. • Analyze and troubleshoot APIs, system interfaces, data mappings, vendor configurations, and integration behaviors to identify requirements, dependencies, potential failure points, and improvement opportunities. • Partner with Developers, technical teams, and external vendors to clarify integration requirements, evaluate solution designs, troubleshoot issues, and ensure systems work effectively together. • Coordinate application enhancements, vendor software updates, and configuration changes, supporting implementation, validation, and documentation of system changes. Agile Delivery, Quality & Validation • Independently lead functional analysis for complex features and workflows, resolving ambiguity and ensuring business requirements, system behavior, dependencies, and expected outcomes are clearly understood. • Collaborate with Product Owners, Developers, and QA to refine product backlog items, clarify functional and non-functional requirements, define business rules and acceptance criteria, and identify scenarios, edge cases, and technical dependencies. • Perform functional validation and quality assurance activities, support integration and regression testing, and assist business stakeholders with user acceptance testing, including test scenarios, expected results, and supporting evidence. • Coordinate with business partners, technology teams, and vendors to assess upcoming release impacts, manage dependencies, support implementation readiness, and validate delivered solutions against business objectives. Production Support & Continuous Improvement • Investigate production issues and incidents by analyzing system behavior, reproducing problems, gathering evidence, and collaborating with internal teams and vendors on root-cause analysis and resolution. • Identify opportunities to improve customer onboarding workflows, automate repetitive activities, strengthen system reliability, and prevent recurring operational issues. • Develop and maintain functional and technical documentation, including workflow diagrams, system and data-flow mappings, integration requirements, user guides, and training materials. • Support internal and external audit requests by coordinating with relevant teams and providing appropriate process documentation, system information, and control evidence. Communication, Collaboration & Ownership • Communicate complex business and technical information clearly and concisely, facilitate stakeholder discussions, explain solution options and trade-offs, and drive decisions and action items to closure. • Demonstrate strong ownership, accountability, and follow-through by independently managing analysis deliverables, proactively identifying risks, coordinating dependencies, and keeping stakeholders informed. • Collaborate effectively within a remote, cross-functional Agile environment, building trust and maintaining strong working relationships with business partners, technical teams, and vendors. • Contribute to a continuous learning culture by sharing knowledge, mentoring colleagues, embracing new technologies, and identifying opportunities to improve team practices and delivery effectiveness. What You'll Bring: • Bachelor's degree in Business, Information Systems, Computer Science, or a related discipline, or equivalent relevant professional experience. • 5+ years of experience as a Functional Analyst, Business Systems Analyst, Product Analyst, or similar role supporting enterprise applications and business technology solutions. • Demonstrated ability to work directly with business stakeholders to understand complex business processes, uncover underlying needs, and translate business requirements into actionable technical solutions in partnership with software development teams. • Strong analytical, critical-thinking, and problem-solving skills, with experience in process mapping, workflow optimization, requirements analysis, and evaluating solution alternatives. • Technical experience supporting internally developed applications and SaaS platforms, including vendor software configurations, system integrations, published APIs, data mapping, troubleshooting, and application enhancements. • Experience working in Agile software delivery environments, including functional and non-functional requirements, backlog refinement, user stories, acceptance criteria, quality assurance, and user acceptance testing. • Experience with incident management, issue triage, root-cause investigation, and coordinating the implementation and validation of resolutions. • Excellent written and verbal communication, facilitation, and interpersonal skills, with the ability to convey complex business and technical information clearly and concisely to diverse audiences. • Ability to quickly learn business objectives, organizational processes, and policies, independently manage complex assignments, anticipate risks, and consistently follow through on commitments. • Intermediate proficiency in Microsoft Excel and working knowledge of cloud application fundamentals, such as Microsoft Azure or a comparable cloud platform. Preferred Qualifications • Experience with Salesforce CRM, including sales processes, business workflows, system configuration, enhancements, reporting, and integrations. • Experience with digital customer onboarding, account opening, workflow automation, or document management solutions. Familiarity with Prelim, DocuSign, or Fiserv DNA is particularly valuable. • Experience within financial services or related industries, including banking, fiduciary or trust services, real estate, title insurance, escrow, mortgage lending, or mortgage subservicing. • Working knowledge of SQL, data analysis, API testing tools, or Microsoft Azure technologies, including Azure Fundamentals (AZ-900). • Experience using AI-assisted tools such as Cursor, Codex, ChatGPT, or Microsoft Copilot to accelerate analysis, troubleshooting, documentation, prototyping, or testing while following applicable information security and data protection requirements. • Experience with Scaled Agile Framework (SAFe) methodologies and product delivery tools such as Jira, Confluence, or Productboard. • Business Analysis certification, such as CBAP, or a comparable professional certification. Pay Range: $112,400.00 - $149,800.00 Annually This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location. What We Offer Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.