Salesforce CRM Analyst

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 professionals, we’re committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you’ll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together.

The Digital Senior Product Analyst works closely with Digital Product Managers and key stakeholders including Lines of Business, Technology, and 3rd Party Partners to understand business requirements and then perform the work required to prioritize and implement through partners, Salesforce, or development teams.  You define and document client and associate digital experience needs and are involved through the development, configuration, testing, and release process. You thrive on getting both the details and essence of each user story, campaign, or initiative clearly documented and executed as a critical building block of great digital experiences.

Functions/Responsibilities:

Gather and document user stories, acceptance criteria, and test cases, and groom the backlog in preparation for sprint planning, development, and configuration activities. Provide accurate estimates and timing for delivery of fixes, new configurations, enhancements, and deployments in partnership with 3rd party partners, Technology, and Program Management. Support digital product rollout through execution of product test cases pre-launch, perform platform configuration and implementation, assist with creation of documentation required for training, communicate planned changes to affected users, and collect post-launch  feedback from First Financial clients and associates. Diagnose, troubleshoot, and/or monitor issues including client-reported issues, platform or partner system issues and maintenance windows, and gaps or issues in data quality. Review and report on the performance of digital products using integration monitors, application monitoring, platform usage, site analytics, and other tools to identify opportunities to make improvements or increase awareness among First Financial clients and associates. Work with Program Management Office to complete Project Requirements Documents (PRDs), complete inputs required for risk, compliance, and legal, and provide regular updates for program health.

Minimum Knowledge, Skills, and Abilities Needed to Perform Essential Functions of the Job:

Minimum 5 years of experience in operations or analysis and/or related work experience including systems, financial analysis, process design, project management, and product development.  2+ years experience with client-facing digital experiences, preferably in Financial Services, Retail, or Travel using Agile Methodology. Bachelor’s degree or equivalent work experience required. Strong time management and organizational skills with the ability to lead meetings that make effective use of everyone’s time. Consultative with excellent communication skills and has effective problem solving and data issue resolution capabilities.

Preferred Knowledge and Skills:

Certified Salesforce Administrator Experience with marketing automation (Eloqua, Pardot, Marketing Clout) and list creation, data extensions, dynamic content, and segment groups.

Level of Complexity and Scope:

Able to effectively self-manage multiple tasks and achieve deadlines/commitments

Strong ability to work both independently and collaboratively

Degree of Independence and Decision-Making:

Works with limited supervision Follows established guidelines

Required Supervisory Responsibilities:

Project management Delegation and training No formal supervisory role

Physical Requirements:

Must be able to travel by car to visit First Financial Bank markets and travel by air to attend conferences and vendor site visits

Compliance Statement:

The associate is responsible for meeting all compliance requirements imposed on the client by State and Federal law and regulation, as well as all related Bank policies and procedures.  This includes all Bank Secrecy Act, Anti-Money Laundering, OFAC and Suspicious Activity reporting requirements, as well as all other lending and deposit compliance requirements.

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