CRM and Business Systems Analyst

Job description

Is it a Bank? A cooperative? A leader in affordable housing? We are all those things and more! Our core mission at FHLBank Indianapolis is to provide reliable and readily available liquidity to our member institutions to support housing finance and community development. Simply put, we’re a bank for banks, credit unions, community development financial institutions and insurers across Indiana and Michigan. We also assist in meeting the economic and housing needs of communities and families through grants and subsidized advances that support affordable housing and economic development. But enough about us, let’s talk about you. Are you looking for a company that views their employees as their greatest asset? A company that’s dedicated to making a difference in the community? So much so they pay their employees to volunteer? Do you want to join a talented workforce that prioritizes equal opportunity within an inclusive culture, and promotes learning and development, unique skills/ideas, and employee engagement? If you’ve said yes to these questions, then we might be a match! Here is what we offer: Flexible hybrid workforce model: Onsite three days a week and two days remote. We also offer remote flex days! Fantastic, competitive pay and total rewards Industry-high 401(k) match: up to 6% PLUS…an additional 4% contribution! Tuition reimbursement assistance: To help you continue to develop personally and professionally. Student loan repayment assistance: That’s right, we will help you repay outstanding student loans! Awesome Benefits Package: Medical, dental, vision benefits and even pet (you read that right) insurance! Generous time off: Vacation, paid federal holidays, birthday month floating holiday, volunteer day and summer hours program “Dress for your day” dress code: You choose the appropriate work attire based on what your day looks like. Statistics show that it is less likely for some candidates to submit their application if they don't meet all the criteria within the job description. If this is you, we encourage you to give yourself a chance and submit your application anyway, as you may be the perfect match for this role! ​ The CRM Dynamics & Business Systems Analyst is responsible for the administration, optimization, and strategic support of core business development platforms, including Microsoft Dynamics 365 CRM, the Member Portal, Sitefinity, and Business Partner contact management systems. This role serves as a key liaison between Sales, Marketing, Operations, Analytics, Information Technology, and other Bank business units to ensure systems effectively support member engagement, relationship management, and data-driven decision-making. The following statements are intended to describe the general nature and level of work being performed by persons assigned to the job. They are not intended to be an exhaustive list of all responsibilities or abilities required of persons so classified. The Bank reserves the right to alter or amend this description at any time. Specific Responsibilities : Serve as the primary business owner and administrator for Microsoft Dynamics 365 CRM (configuration, workflows/automation, security roles, data structures, and integrations). Monitor Dynamics 365 CRM and related platform performance (availability, responsiveness, integrations, scheduled jobs) and proactively identify and resolve issues. Manage and support the Member Portal and Sitefinity platforms to ensure functionality, usability, and alignment with business development and marketing objectives. Oversee contact and relationship management across Dynamics 365 CRM and the connected Business Partner system, including end-to-end contact processes (create/update/inactivate), ownership standards, duplicate detection/merge procedures, and cross-system synchronization to ensure data integrity and governance. Provide system support to Business Development teams to enhance relationship management, activity tracking, pipeline visibility, and strategic account planning. Collaborate with Sales and Marketing to support campaigns, communications, member segmentation, and digital engagement initiatives. Partner with Analytics to support accurate reporting, dashboards, and analytical insights, including developing and maintaining CRM views, dashboards, and reports (and/or coordinating Power BI outputs) to improve pipeline visibility and activity tracking. Act as the primary point of contact between Business Development and IT, translating business requirements into technical specifications and supporting system enhancements, integrations, and upgrades. Support testing, deployment, documentation, and user adoption for new features and system changes; maintain documentation for configurations, security changes, workflows/automation, integrations, and enhancements. Establish and maintain best practices for data quality, security, access controls, and system documentation; coordinate and validate data backup, retention, and recovery procedures in partnership with IT. Stay current on Microsoft Dynamics 365 release waves and best practices; assess impact, recommend adoption, coordinate testing, rollout communications, and training. Identify and implement opportunities to improve efficiency through automation, workflow optimization, and system enhancements; develop training materials and provide ongoing user support to ensure effective and consistent platform usage. Position Requirements : Bachelor’s degree in Business, Information Systems, Analytics, Computer Science, or a related field, or equivalent professional experience. Minimum of three (3) years of experience administering, supporting, and managing Microsoft Dynamics 365 CRM. Demonstrated technical expertise in CRM configuration, workflows/automation, security, and data management; experience supporting web platforms/portals or content management systems (e.g., Sitefinity or similar); and strong ability to collaborate with technical and non-technical stakeholders across multiple business units. Preferred: experience in financial services/banking or another regulated industry; familiarity with Microsoft Dataverse, Power BI, or related reporting tools; experience supporting marketing automation/digital engagement platforms; and demonstrated ability to drive adoption and continuous improvement initiatives. Knowledge, Skills & Abilities: strong analytical and problem-solving skills; ability to translate business needs into technical solutions; excellent written and verbal communication; attention to detail with a focus on data accuracy and governance; ability to manage multiple priorities and work independently in a collaborative environment. Must not have been convicted on any civil or criminal charge that would suggest a risk to Bank security. Ability to uphold and model the Bank’s Guiding Principles. Hiring Range: $74,000-87,000 Hiring ranges reflect the base salary that the Bank reasonably expects to pay for a given role and is not inclusive of annual incentive award opportunities, retirement benefits or the value of other health and welfare or other ancillary benefits. We consider many factors when determining base salaries such as individual background and experience, the competitive environment, education, particular skill set(s), and industry and institutional knowledge. FHLBank Indianapolis is an Equal Opportunity Employer.