Sr. Salesforce Business Analyst, Commercial Banking & CRM Platforms

Location:

We are seeking a Senior Salesforce Business Analyst to support strategic initiatives across our Commercial Banking organization. This role partners closely with Commercial Lending, Commercial Banking, and/or Wealth stakeholders, serving as the primary liaison between business users and Salesforce development teams.

The ideal candidate brings deep Salesforce CRM experience, strong requirements-to-delivery execution, and the ability to operate confidently in complex, regulated banking environments. This individual will contribute to enhancements across Commercial Lending platforms (ie: nCino), Service Cloud, Marketing Cloud, and core CRM integrations, with opportunities to specialize based on experience and business needs.

This role is highly visible and will have a direct impact on both internal employee experiences and client-facing outcomes.

Key Responsibilities

Business Analysis & Requirements Delivery

• Partner with Line of Business (LOB) stakeholders across Commercial Lending, Commercial Banking/Institutional Banking, and/or Wealth to elicit, clarify, and document business needs.
• Lead discovery and deep-dive sessions to understand current-state workflows, pain points, and opportunities for process and system improvement.
• Translate business requirements into clear, build-ready user stories in Jira, including detailed acceptance criteria.
• Serve as a day-to-day liaison between LOB users and Salesforce developers, answering questions, resolving ambiguities, and removing delivery roadblocks.
• Act as a subject matter expert throughout the delivery lifecycle-from intake through implementation.

Salesforce Platform Enablement

• Support enhancements across the Salesforce ecosystem, including:
  • Commercial Lending platforms (Salesforce-based; nCino experience a plus)
  • Service Cloud (case management, service workflows, banker support)
  • Marketing Cloud and CRM Analytics (as applicable)
• Contribute to cross-system integration initiatives, helping define requirements for data flow between Salesforce and upstream/downstream systems.
• Perform system dependency analysis to proactively identify risks related to integrations, data, or process changes.

Testing, Quality & Release Support

• Write and execute functional test scripts to validate new functionality prior to business user review.
• Coordinate and support UAT, including defect triage and validation of fixes.
• Ensure delivered solutions meet business expectations and are ready for release.

Change Management & Continuous Improvement

• Support change management activities, including documentation, release communications, and process guidance for end users.
• Assist with backlog prioritization and provide input to the broader product roadmap to maximize business value.
• Continuously identify opportunities to improve system usability, adoption, and efficiency.

Required Qualifications

• 5+ years of experience as a Business Analyst or Business Systems Analyst in financial services, with exposure to commercial banking, wealth or commercial lending.
• 3+ years of hands-on Salesforce experience, working directly with CRM platforms in a delivery-focused role.
• Demonstrated experience writing user stories in Jira, including acceptance criteria, and partnering closely with development teams.
• Proven experience performing hands-on functional testing and supporting UAT in an Agile environment.

Technical Skills

• Strong working knowledge of Salesforce CRM, including Service Cloud and core platform concepts.
• Experience translating complex business processes into technical requirements developers can execute against.
• Familiarity with Agile/Scrum methodologies and tools such as Jira and Confluence.
• Experience analyzing system dependencies and supporting integrations between Salesforce and other enterprise systems.
• Solid understanding of system testing concepts, defect management, and release cycles.

Preferred / Plus Qualifications

• Commercial Lending platform experience (Salesforce-based), including nCino.
• Salesforce Administrator Certification or strong admin-level platform fluency (objects, fields, flows, permissions).
• Experience with Marketing Cloud, CRM Analytics, Data 360, or Agentforce.
• Background working directly in a Line of Business role (Commercial Lending, Commercial Banking, or Wealth).

COMPENSATION AND BENEFITS

Please click here for a list of benefits for which this position is eligible.

Key has implemented an approach to employee workspaces which prioritizes in-office presence, while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.