Sr. Salesforce Business Analyst, Commercial Banking & CRM Platforms
Key Bank, Cleveland, Ohio, us, 44101
Location:
4910 Tiedeman Road, Brooklyn Ohio
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 (https://www.key.com/about/careers/working-with-us/benefits.html) 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 HR_Compliance@keybank.com.
#LI-Remote
KeyBank is an organization collectively committed to helping you unlock your potential and discover what truly drives you. Working here means sharing our purpose to help our clients, colleagues, and communities thrive. You’ll find genuinely supportive teammates, a flexible, inclusive work environment, challenging projects, accessible leaders, and opportunities to grow in your position and your career. For 200 years, Key has opened doors in our communities. Let us open one for you.
4910 Tiedeman Road, Brooklyn Ohio
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 (https://www.key.com/about/careers/working-with-us/benefits.html) 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 HR_Compliance@keybank.com.
#LI-Remote
KeyBank is an organization collectively committed to helping you unlock your potential and discover what truly drives you. Working here means sharing our purpose to help our clients, colleagues, and communities thrive. You’ll find genuinely supportive teammates, a flexible, inclusive work environment, challenging projects, accessible leaders, and opportunities to grow in your position and your career. For 200 years, Key has opened doors in our communities. Let us open one for you.