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Senior Systems Analyst CRM

4 months ago

San Antonio, United States Broadway Bank Full time
Position: Senior Systems Analyst CRM | Division: Information Technology
WorkDays:Monday - Friday, occasional nights and weekends as needed| Hours of Operation:8:00am - 5:00pm

Why Broadway Bank:

We are one of the largest independently owned banks inTexas with offerings in personal and private banking, wealth management,business banking and mortgage lending.

Purpose of the Position:

This role is responsible for identifying, understanding, and fulfillingthe organizational needs for customer relationship management. This involvesstaying current on CRM technologies (particularly Microsoft Dynamics CRM) andworking with vendor/partners to recommend appropriate CRM technologies andfunctions that will meet the needs of Broadway Bank. The role is also responsible for variousother applications.

Key Accountabilities:
  • Serve as the primary technical administrator and Subject Matter Expert of the Customer Relationship Management (CRM) System.
  • Perform back-end administration of the system to include advanced troubleshooting as issues arise.
  • Perform efficient and effective technical testing of features on the CRM platform during implementation and upgrades to ensure system functionality meets user needs and is deployed bug free by running through pre-defined test cases.
  • In collaboration with the development team, define, write, and test integrations between various data sources and the CRM system.
  • Maintain familiarity with the capabilities, limitations, and best practices related to the CRM system and factor them into day-to-day activities.
  • Prepare and maintain technical documentation for CRM systems, processes, and procedures in a timely, clear, and concise manner.
  • Create and maintain custom advanced reports and dashboards based on various criteria to facilitate personalized customer engagement.
  • Maintain database design with focus on deep understanding of data integrity and the normalization of data within the CRM system.
  • In collaboration with systems engineer, ensure CRM system availability and performance.
  • Maintain and build custom objects, fields, layouts, validation rules, triggers, and flows for the CRM system.
  • Perform mass data imports using the API or import tools as requested by business users.
  • Leverage data driven insights to enhance customer relationships and drive business success.
  • Understand existing and emerging CRM technologies to drive application roadmaps that align with overall IT strategy in support of company strategy.
  • Analyze customer data to identify key patterns and trends and optimize customer experiences.
  • Assist the business inestablishing and maintaining customer retention and loyalty.
  • Educate employees on CRM functionality.
  • Support organization change management activities for employees and supporting functional departments.
  • Perform other projects and responsibilities as assigned.
  • Demonstrate initiative to identify what needs to be done and do it before being asked or required by the situation.
  • Maintain a focus on every employee, every customer, and every touchpoint.
Competencies and Skills:
  • Extensive working knowledge of CRM (Microsoft Dynamics 365) Systems and Campaign Tools
  • Demonstrated experience in business process reengineering
  • Ability to work with stakeholders to identify business issues and extract business requirements into functional requirements
  • Working closely with 3rd party / partners to deliver required solutions
  • Working knowledge of a very broad range of IT systems
  • Analytical and problem solving skills
  • Good interpersonal, communication and presentation skills
  • Exhibiting professionalism and diplomacy
  • Experience with customer and supplier relationships
  • Prioritizes and plans work activities and uses time efficiently
Work Experience Requirements:
  • Hands on experience with application deployment support along with business requirements gathering
  • Hands on technical experience with CRM (Microsoft Dynamics 365) solutions administration and configuration
  • Hands on working experience with Microsoft Dynamics CRM
  • 5 to 7 years of related work experience with CRM implementations
  • Bankingexperience preferred
Education Requirements:
  • Minimum Education: Bachelors in Management Information Systems, Computer Science, business or related field, or commensurate experience
  • Minimum Experience: 5 to 7 years of CRM experience required
  • Field of Expertise: IT and CRM
Other Requirements:
  • Mayneed to be available nights and weekends
We're a culture that offers resources to benefit your overall health and well-being:
  • Employee Impact Groups
  • Career Development and Mentorship Programs
  • Generous paid time off, minimum 4 weeks
  • Employee recognition, awards, and events
  • Free vision insurance
  • Retirement matching
  • Tuition reimbursement

This job description is notdesigned to be a comprehensive listing of duties, responsibilities, oractivities that are required for this job. Duties, responsibilities, andactivities may change at any time with or without notice.

Broadway Bankis proud to be an Equal Opportunity and Affirmative Action Employer. BroadwayBank is a drug-free and tobacco-free workplace, with a nicotine-free hiringpolicy. All qualified applicants will receive considerationfor employment without regard to race, color, ethnicity, religion, sex, sexualorientation, gender identity, national origin, disability, protected veteranstatus, genetic data or other legally protected status.

Member FDIC