Business Analyst - CRM

Business Analyst - CRM

The Business Analyst supports the day-to-day operations of the Credit Union's Customer Relationship Management (CRM) platform (Creatio) by assisting with user support, documentation, configuration requests, and enhancement intake. This role partners with business stakeholders to gather and document operational needs and assist in the development of solutions that support member experience and regulatory expectations.

Working under the direction of the Project Manager and in partnership with Information Systems, the Business Analyst helps coordinate requests between business units, vendors, and IT, and supports testing and rollout activities.

Duties and Responsibilities

• Provide front-line support for Creatio CRM users and document user issues for resolution or escalation to IT/vendor support.
• Meet with business users to capture needs and support the creation of user stories for CRM enhancements and workflow improvements.
• Support standard configuration requests (fields, views, simple workflows), testing, and user acceptance testing (UAT); track testing progress and documentation.
• Assist with user training and maintain job aids/quick reference guides; help promote consistent use of CRM processes.
• Participate in vendor or internal project meetings as needed; escalate complex items to the Project Manager/IT.
• Observe and document business processes and capture potential improvement opportunities for team review.
• Document requirements, process flows, and test cases using templates and guidance from the Project Manager/IS team.
• Track requests and support communication updates between business stakeholders and IT/vendors to support timely resolution.
• Support system changes and project activities under the direction of the Project Manager.
• Support user acceptance testing (UAT), including test case execution, defect tracking, and documentation of results.
• Run and maintain standard CRM reports and dashboards; assist with updates to existing reports as requested.
• Assist in monitoring CRM data integrity and provide documentation or data to support internal and external audits.
• Assist in communicating system changes and impacts to users in clear, practical terms (job aids, emails, and release notes).
• Provide status updates on assigned requests, issues, and testing progress to Project Manager or leadership as needed.

Position Specifications

Bachelor's degree in business, Information Systems, or related field (or equivalent experience)

2+ years of experience in a Business Analyst, business systems support, or similar role

Experience working with a CRM platform preferred (Creatio, Salesforce, etc.)

Experience in a Credit Union or financial institution preferred

Experience in Agile/Scrum methodologies and working with tools like JIRA, Smartsheet, and/or other platforms preferred

Experience with data migration, integration, and user training within a CRM context is preferred.

Excellent communication skills (written and verbal) required.

Strong analytical skills and attention to detail.

Strong understanding of CRM business processes, including member management, opportunity tracking and case management

Ability to manage multiple priorities and coordinate across business and technical teams.

Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)

Merck Sharp & Dohme Federal Credit Union