Business Analyst – CRM Solutions

About the role

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 knowledge of JavaScript, ReactJS, and NodeJS.
• 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).