Job Description Summary

As a member of the Information Technology (IT) Team, and under the direction of the CRM Technology Manager, the CRM Senior Business/System Analyst will assess and capture requirements with internal customers, develop user stories, and work with the IT Solutions Delivery Group to help deliver technology solutions that help the Bank meet operational, and strategic goals. This position will also act as a Project Manager effectively managing resource allocation, schedules, and quality of deliverables through the full project life cycle. Additionally, this position will assist and help with technical support for all applications and processes assigned, becoming a Subject Matter Expert (SME) for CRM. This is a hybrid role combining business and system analysis, and project management.

Reponsibilities

Business/System Analysis

• Under the direction of the CRM Technology IT Manager and the CRM Product Owner, work with business stakeholders to capture, organize, and document high-level business requirements and translate them into detailed functional requirements

• Works with the internal IT Solutions Delivery Group to design, develop, and implement solutions and actionable development plans

• Drive all CRM related projects end to end from creative concept through final implementation and deployment

• Develop a deep understanding of the CRM technology, business systems and processes integral to the business

• Coordinate and manage QA efforts, User Acceptance Testing, Implementation, Training, and Support

Project Management

• Partner with the business and IT Team members to create and structure a coherent and actionable delivery plan

• Develop and maintain project resource plans and milestone schedules

• Monitor and summarize progress of projects to ensure that projects remain on track and on budget

• Manages project change control in terms of scope, schedule, costs, quality, and risk

• Maintain timely and accurate project and technical documentation

Required Experience

Minimum of 5 years of experience:

• Working as a Business Analyst delivering solutions for Microsoft Dynamics CRM AND/OR Salesforce CRM

• Working in Project Management, delivering projects for technology

• Prior experience MUST include:

• Gathering and documenting professional service project requirements

• Experience with a SDLC (Assess, Design, Development, Test, Deploy)

• Process mapping/ process flow/ process modeling

• Highly desired skills include:

• PMP certification

• Experience with an Agile methodology

• Data Analysis experience and expertise

• Experience writing SQL queries to extract and manipulate data

• Excellent communication skills

• Strong interpersonal, multitasking and relationship building skills that promote collaboration and positive, professional work environment

Education

• Bachelor’s Degree in CS, MIS, CISM, Information Technology, or related field