POSITION DESCRIPTION
JOB TITLE: Business Analyst - CRM
GRADE LEVEL: III
DEPARTMENT: Information Systems
FLSA: Exempt
DATE: June 2026
Position Summary:
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:
- Must meet our service standards as evaluated by our internal and external members:
- I will greet you with a prompt, friendly welcome
- I will treat you with courtesy and respect
- I will offer you my undivided attention
- I will take ownership of situations and follow through
- I will provide accurate information and helpful solutions
- I will do all I can to improve your financial life
- I will thank you for your business
CRM (Creatio) Support & Administration
- 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.
Business Analysis & Systems Support
- Observe and document business processes and capture potential imp