Full Job Description
We are seeking an experienced CRM Business Analyst who can work directly with clients to understand how they operate, translate business needs into practical solution designs, and help carry those designs through configuration, testing, training, and successful deployment.
This is not an entry-level Business Analyst position. Strong prior CRM knowledge and experience are essential. Prior Creatio experience is NOT required.
The Role
The successful candidate will operate at the intersection of business analysis, solution design, no-code configuration, and project delivery.
The foundation of the role is classic business analysis: engaging client stakeholders, understanding their business processes and requirements, challenging or clarifying those requirements where appropriate, and translating them into a solution design that both the client and Keen360 delivery team can understand and execute.
At Keen360, that design is captured in a Blueprint developed jointly with the client and serving as the agreed basis for solution realization. The Business Analyst / Solution Consultant will be a key agent in achieving alignment and joint acceptance of that Blueprint.
The role does not stop when requirements are documented. We expect this person to remain actively involved throughout deployment: answering questions from configurators and developers, resolving design issues, performing functional QA, helping manage scope, preparing documentation, and leading client training.
Because Creatio is a no-code, AI-native platform, we also expect our Business Analysts to be hands-on. The successful candidate should be capable of learning Creatio quickly and independently configuring lower- to medium-complexity functionality rather than treating all configuration as the responsibility of a separate technical team.
Finally, Keen360 is a growing company with a distributed team and a low-management operating model. Self-management, reliability, and personal accountability are fundamental requirements. We need people who organize their own work, follow through on commitments, identify problems early, communicate when they need help, and take ownership of outcomes without requiring day-to-day supervision or micromanagement.
Requirements
Business Analysis and Solution Design
* Lead discovery sessions and working meetings with client business and technology stakeholders.
* Understand and document client business processes, requirements, pain points, data needs, and desired outcomes.
* Apply strong CRM domain knowledge to help clients distinguish genuine requirements from existing-system habits or unnecessary complexity.
* Translate business requirements into practical CRM solution designs.
* Develop clear Blueprint specifications covering business processes, data, user experience, workflows, reporting, integrations, and related solution requirements.
* Drive alignment among client stakeholders and the Keen360 team toward joint acceptance of the Blueprint.
* Maintain traceability between agreed requirements, solution design, configuration, testing, and delivery.
* Help manage requirements and scope so that the delivered solution remains consistent with the agreed Blueprint, project effort, and schedule.
No-Code Solution Realization and Configuration
* Achieve Creatio Creator - Basic certification no later than 90 days after joining Keen360.
* Develop rapidly toward independent proficiency with routine Creatio no-code configuration.
* Independently configure routine and moderately complex functionality, including:
* record pages and user interfaces;
* fields, lookups, and data structures;
* reports, dashboards, and analytics;
* business rules;
* workflows, notifications, and low- to medium-complexity automations;
* AI-assisted functionality where appropriate.
* Work effectively with advanced Creatio configurators, developers, and integration specialists when requirements exceed first-line no-code configuration.
* Answer functional and design questions arising during configuration and realization.
* Recognize when a requirement should be addressed through configuration, process change, integration, custom development, or simplification.
Quality Assurance and Deployment
* Serve as a functional QA lead for solutions designed.
* Review configured functionality against the Blueprint and intended business outcomes.
* Develop and execute functional test scenarios.
* Identify defects, design gaps, usability issues, and requirements misunderstandings.
* Support client user-acceptance testing and resolution of resulting questions and issues.
* Help maintain quality and design consistency through deployment.
Client Engagement and Training
* Establish credibility and trusted working relationships with client business users, managers, executives, and IT personnel.
* Facilitate meetings confidently and productively.
* Explain solution designs and technical concepts in clear business language.
* Navigate disagreements constructively and help stakeholders reach decisions.
* Lead client training and solution walkthroughs.
* Develop user guides, process documentation, training materials, and other project documentation as needed.
* Remain a reliable client-facing point of continuity throughout the project.
Project Delivery and Leadership
* Work closely with Project Managers and Solution Architects to manage requirements, decisions, dependencies, risks, and delivery priorities.
* Understand and actively manage the relationship among scope, effort, schedule, and solution design.
* Take increasing responsibility for coordinating smaller workstreams and projects.
* Develop toward independent leadership of smaller-scope Creatio implementation and enhancement projects, potentially within the first year.
* Identify issues and risks proactively rather than waiting for management direction.
* Manage personal commitments and deadlines reliably across multiple client and internal priorities.
Mandatory
* Meaningful professional experience working with CRM systems and CRM-enabled business processes. CRM experience is imperative for this role.
* Strong practical understanding of core CRM concepts across sales, marketing, customer/service management, or a combination thereof.
* Experience with at least one established CRM platform such as Salesforce, Microsoft Dynamics 365, HubSpot, Creatio, Oracle, SAP, or a comparable enterprise CRM.
* Demonstrated Business Analyst experience involving direct interaction with end users and business stakeholders.
* Experience eliciting, analyzing, clarifying, documenting, and managing business and functional requirements.
* Ability to translate business requirements into solution designs and specifications usable by configuration and development teams.
* Strong client-facing communication and facilitation skills.
* Ability to gain and maintain the confidence and respect of client stakeholders.
* Strong analytical and problem-solving skills.
* Ability to understand business processes and data relationships rather than simply documenting requested system features.
* Sufficient technical aptitude and curiosity to become productive with a modern no-code platform.
* Ability and willingness to perform hands-on configuration rather than operating exclusively as a requirements analyst.
* Commitment and demonstrated ability to achieve Creatio Creator - Basic certification within 90 days of hire.
* Experience participating materially in system testing, UAT, training, and deployment.
* Strong written communication and documentation skills.
* Ability to work effectively with distributed configuration, development, integration, and QA teams.
* Strong self-management, organization, and time-management skills.
* Demonstrated personal accountability for commitments, deadlines, quality, and outcomes.
* Ability to work independently, recognize when assistance is needed, and communicate proactively without requiring close supervision.
* Professional judgment and maturity sufficient to represent Keen360 directly with clients.
Desirable
* Existing Creatio experience or Creatio certification.
* Experience with no-code or low-code application development.
* Experience designing or configuring reports, dashboards, workflows, business rules, or automations.
* Experience using generative AI or AI-assisted tools in business applications and delivery work.
* Experience with system integrations, APIs, data migration, or data-quality initiatives.
* Experience in life sciences, including pharmaceutical, biotech, or medical-device CRM.
* Experience with B2B sales, marketing, customer service, professional services, or other commercial CRM environments.
* Experience in public-sector CRM or case-management solutions.
* Experience leading smaller technology projects or significant project workstreams.
* Experience developing and delivering end-user training.
* Familiarity with Agile, iterative, or hybrid software implementation methods.
What We Are Looking For
The strongest candidate will not fit neatly into a traditional organizational silo.
We are looking for someone who is first and foremost an excellent CRM Business Analyst: someone who understands CRM, is comfortable sitting across the table from a client, asks good questions, listens carefully, earns trust, and can turn sometimes-ambiguous business needs into a coherent solution design.
At the same time, this person should be technically inclined enough to work in the emerging no-code and AI-driven model of software delivery. We want someone who sees a dashboard, record-page change, business rule, or straightforward workflow and thinks, "I can build that," rather than automatically handing it to a developer.
Just as important, we are looking for someone who takes ownership. Keen360 is not an environment in which managers can or should monitor every task. Team members are expected to manage themselves, honor commitments, communicate proactively, raise risks early, and be accountable for getting the work done well.
Over time, we expect this combination of CRM expertise, business analysis, hands-on configuration, client leadership, QA, training, and self-directed delivery to develop into the ability to lead smaller Creatio projects independently.
Prior Creatio experience is a plus. Prior CRM experience is not optional.
Benefits
Keen360 offers the opportunity to play a meaningful role in a growing CRM business at a time of real market change. As organizations reassess legacy CRM platforms, Keen360 and Creatio are increasingly viewed as flexible, no-code, and cost-effective alternatives. This role provides ownership, learning, and upside, along with direct access to senior leadership, platform partners, and customers.
