Sr. Salesforce Business Analyst, Commercial Banking & CRM Platforms

KeyBank is seeking a Senior Salesforce Business Analyst to support strategic initiatives across their Commercial Banking organization. This role involves partnering with various stakeholders to serve as the primary liaison between business users and Salesforce development teams, focusing on enhancing Commercial Lending platforms and improving internal and client-facing experiences.

Responsibilities:

• 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
• 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
• 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
• 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

Requirements:

• 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
• 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
• 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)