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 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
Additional Essential Functions
• 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
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
Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.
Skills Required
- Bachelor's degree in Business, Science, or Technology
- 5-6 years CRM administration experience
- 5-6 years Information Technology Analyst experience
- 2-3 years Financial Services experience
- CRM certification (upon hire)
- Experience administering/configuring Microsoft Dynamics or equivalent CRM
- Experience building objects, fields, automation, workflows, and user permissions
- Experience defining user stories, acceptance criteria, and supporting QA/UAT
- Experience developing dashboards and reporting to support decision-making
- Ability to navigate Microsoft Office and department-specific software
What We Do
Northwest Bank is a privately held community bank focused on serving the specific needs of businesses in Washington, Oregon, Idaho and Utah. Our experienced bankers deliver customized financial solutions and exceptional customer service. We do that by getting to know you, your business and your aspirations, first. Then we create a plan that will work, and stay with you every step of the way. We see our relationship with you as a partnership, the way banking should be. Trust matters when picking your financial partner. Northwest Bank is rated as one of the best capitalized banks in the nation. We have earned 5-Star “Superior” ratings from both BauerFinancial® and Bankrate.com’s Safe and Sound® ratings service. Founded in 2008, we have offices in Boise, Idaho; Portland, Oregon; Coeur d'Alene, Idaho; Seattle, Washington; and Salt Lake City, Utah metropolitan markets. Northwest Bank: Experienced Bankers. Exceptional Service. Creative Solutions. Member FDIC Equal Housing Lender
