CRM Business Configuration Analyst

Keen360 is a software and consulting company specializing in CRM, workflow automation, and industry solutions powered by the Creatio no-code and AI-native platform. The CRM Business Configuration Analyst will work directly with clients to analyze business processes, design CRM solutions, configure no-code functionality, support testing and deployment, and lead training. The role also involves quality assurance, project delivery, stakeholder alignment, and independent management of client and internal priorities.

Responsibilities:

• 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
• 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
• 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
• 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
• 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

Requirements:

• 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
• 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