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

This position is eligible to earn a base salary in the range of $80,000.00 - $150,000.00 annually. Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location. Compensation for this role also includes eligibility for incentive compensation which may include production, commission, and/or discretionary incentives.

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.

Job Posting Expiration Date: 03/27/2026

KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, pregnancy, disability, veteran status or any other characteristic protected by law.

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 [email protected].

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