CRM Business Configuration Analyst

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Facilitate discovery sessions and collaborative meetings with business and technology stakeholders from the client side.

• Comprehend and document client business workflows, requirements, challenges, data necessities, and expected results.

• Convert business requirements into actionable CRM solution designs.

• Create Blueprint specifications that encompass processes, data, user experience, workflows, reporting, integrations, and associated requirements.

• Foster alignment between client stakeholders and the Keen360 team for mutual acceptance of the Blueprint.

• Ensure traceability between requirements, solution design, configuration, testing, and delivery phases.

• Assist in managing requirements and scope in accordance with the agreed-upon Blueprint, project effort, and timeline.

• Acquire knowledge of Creatio and configure functionalities of lower to medium complexity independently.

• Configure record pages, user interfaces, fields, lookups, data structures, reports, dashboards, analytics, business rules, workflows, notifications, automations, and AI-assisted features.

• Collaborate with configurators, developers, and integration specialists to address complex requirements.

• Respond to functional and design inquiries during the configuration and realization phases.

• Act as the functional QA lead.

• Assess configured functionalities against the Blueprint and the anticipated business outcomes.

• Design and implement functional test scenarios.

• Identify defects, design discrepancies, usability concerns, and misunderstandings of requirements.

• Support client User Acceptance Testing (UAT) and address any resulting questions or issues.

• Build trusted relationships with client users, managers, executives, and IT personnel.

• Conduct meetings and articulate solution designs and technical concepts in business-friendly language.

• Navigate conflicts and assist stakeholders in reaching decisions.

• Lead client training sessions and solution demonstrations.

• Create user guides, process documentation, training materials, and project documentation.

• Collaborate with Project Managers and Solution Architects to oversee requirements, decisions, dependencies, risks, and priorities.

• Coordinate smaller workstreams and projects over time.

• Progress towards independently leading smaller-scale Creatio implementation and enhancement projects.

⛳️ Requirements

• Significant professional experience with CRM systems and CRM-enabled business processes.

• Strong practical knowledge of fundamental CRM concepts across sales, marketing, customer/service management, or a combination of these areas.

• Proficiency with at least one well-established CRM platform such as Salesforce, Microsoft Dynamics 365, HubSpot, Creatio, Oracle, SAP, or a similar enterprise CRM.

• Proven experience as a Business Analyst with direct engagement with end users and business stakeholders.

• Experience in eliciting, analyzing, clarifying, documenting, and managing business and functional requirements.

• Capability to translate business requirements into solution designs and specifications that are actionable for configuration and development teams.

• Strong communication and facilitation skills when interacting with clients.

• Excellent analytical and problem-solving abilities.

• Adequate technical aptitude and curiosity to effectively use a modern no-code platform.

• Willingness and ability to engage in hands-on configuration.

• Commitment and demonstrated capability to achieve Creatio Creator - Basic certification within 90 days of hire.

• Experience in participating significantly in system testing, UAT, training, and deployment.

• Strong written communication and documentation skills.

• Ability to collaborate effectively with distributed configuration, development, integration, and QA teams.

• Strong skills in self-management, organization, and time management.

• Demonstrated personal accountability for commitments, deadlines, quality, and outcomes.

• Ability to work independently and communicate proactively without needing close supervision.

• Professional judgment and maturity to represent Keen360 directly with clients.

• Prior experience with Creatio or holding a Creatio certification is preferred.

• Experience with no-code or low-code application development is advantageous.

• Background in designing or configuring reports, dashboards, workflows, business rules, or automations is preferred.

• Familiarity with generative AI or AI-assisted tools is a plus.

• Experience with system integrations, APIs, data migration, or data quality initiatives is desirable.

• Background in life sciences or commercial CRM environments is beneficial.

• Experience in public-sector CRM or case management solutions is advantageous.

• Experience leading smaller technology projects or significant project workstreams is desirable.

• Experience in developing and delivering end-user training is advantageous.

• Familiarity with Agile, iterative, or hybrid software implementation methodologies is preferred.

🏝️ Benefits

• Opportunity to contribute significantly to a growing CRM business.

• Ownership, learning opportunities, and potential for growth.

• Direct access to senior leadership, platform partners, and customers.