Business Analyst – CRM Solutions

DATA KNOWLEDGE MANAGEMENT PTE. LTD; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

DATA KNOWLEDGE MANAGEMENT PTE. LTD. is seeking a CRM-focused Business Analyst to understand client business needs and translate them into practical CRM solutions.

You will work with clients and technical teams on CRM implementation, requirements analysis, solution design, system integration, and project delivery. The role involves collaborating on HubSpot, Intercom, and Sumsub platforms, gathering requirements, and supporting UAT and project delivery through Agile practices.

Qualifications

• 3+ years of CRM-related Business Analyst experience.
• Experience analyzing business needs and translating into requirements.
• Strong communication with clients and technical teams.

Responsibilities

• Communicate with clients to understand requirements.
• Translate CRM needs into system requirements and user stories.
• Design CRM workflows and practical solutions.
• Create process flows, functional requirements, and acceptance criteria.
• Collaborate on API integrations and technical solutions.
• Support UAT, testing, and delivery.
• Participate in Agile ceremonies.

Skills

CRM requirements gathering

Stakeholder communication

Agile / SDLC

REST API basics

Client collaboration

CRM platform knowledge

HubSpot / Intercom

Salesforce familiarity

Automation tools

Tools

HubSpot

Intercom

Salesforce

Postman

Zapier

n8n

Dify

Job description

We are looking for a CRM-focused Business Analyst to understand client business needs and translate them into practical CRM solutions. You will work closely with clients and technical teams on CRM implementation, requirements analysis, solution design, system integration, and project delivery. Our main platforms include HubSpot, Intercom, and Sumsub.

Key responsibilities

• Communicate with clients to understand and clarify business requirements.
• Analyze CRM processes and translate business needs into system requirements and user stories.
• Design practical CRM workflows and solutions.
• Create process flows, functional requirements, and acceptance criteria.
• Work closely with developers on API integrations and technical solutions.
• Support UAT, testing, and project delivery.
• Participate in Agile activities such as Scrum / Kanban and daily stand-ups.
• Help ensure the final solution meets client requirements.

About you

• 3+ year of CRM-related Business Analyst experience, preferably in CRM implementation, configuration, optimization, or solution design.
• Strong requirement gathering and business process analysis skills.
• Experience communicating directly with clients.
• Basic understanding of REST API, Webhooks, and system integrations.
• Basic understanding of Agile / SDLC.
• Fluent in English, Mandarin Chinese, and Bahasa Melayu.
• Strong communication, problem-solving, and ownership skills.
• Experience with HubSpot, Intercom, Salesforce, or other CRM platforms (nice to have).
• Experience with Postman, Zapier, n8n, or Dify (nice to have).