Job Description

Join a company that’s leading the way in AI and automation consulting. Our portfolio spans 10+ top technologies across business applications, data, process, cloud, and AI. At Bits In Glass, you’ll do meaningful work with a supportive, driven team that loves to collaborate and celebrate wins together. Whether you’re coding, consulting or bringing bold ideas to the table, you’ll tackle real business challenges, grow your skills, and make a BIG impact.

Our growing team has earned global recognition as a Great Place to Work and received multiple industry partner awards—while keeping things fun and people-focused. If you’re looking to deepen your expertise and solve real-world problems, Bits In Glass could be the place for you.

BIG is seeking a curious and energetic Business Analyst within our Creatio team. You will collaborate with internal teams and clients to understand business needs, optimize workflows, and ensure seamless CRM solution delivery to drive customer success and operational efficiency.

Responsibilities

• Gather and document business and functional requirements from stakeholders
• Translate requirements into clear user stories, epics, and acceptance criteria
• Analyze customer data and usage to identify insights and improvement opportunities
• Map and optimize business processes and customer workflows
• Model and support implementation of process automation
• Collaborate with technical teams to deliver CRM solutions and customizations
• Configure and customize solutions using no-code / low-code tools
• Validate system designs and implementations against business requirements
• Engage with clients to support adoption and resolve delivery challenges
• Lead or support client training and onboarding
• Operate within an agile delivery model and participate in sprint activities

Required Skills & Experience:

• Bachelor’s degree in Business, IT, or related field; certifications in CRM platforms or customer success management are a plus.
• 3-5 years of experience as a Business Analyst, with a focus on customer success and CRM solutions.
• Strong understanding of Customer Success principles and CRM systems with a strong preference for Creatio.
• Proven ability to work with cross-functional teams to deliver customer-driven solutions and improve overall business processes.
• Strong communication and interpersonal skills to work with both technical teams and business stakeholders.
• Enterprise client experience
• Experience with data analysis, reporting tools, and presenting insights to drive business decisions.
• Ability to manage multiple projects and prioritize tasks effectively.
• Strong analytical skills to drive customer success outcomes.
• Work with client to portion future work with the client
• Work with the client and the Bits In Glass sales and delivery teams to identify opportunities for future work, maintain change control and maximize potential for value-added work.
• Experience in process mapping and identifying areas for improvement.
• Excellent written and verbal communication skills for diverse audiences.
• Problem-solving abilities with a focus on customer-centric solutions.
• Strong project management skills with attention to deadlines and quality.
• A customer-first mindset to align solutions with business goals.
• Technical acumen with knowledge of low-code platforms and system integrations.
• Meticulous attention to detail in documentation and solution delivery.
• Experience with Jira or Dev ops

BIG is a high growth Cloud Consulting firm with offices in Edmonton, Calgary, Toronto, Denver, India and the United Kingdom. Our clients are in Canada, UK, India and the US. We are a team of experienced IT professionals who specialize in providing business value to organizations looking at leveraging modern platforms such as Pega, Appian, MuleSoft and Boomi. Our vast experience in the IT industry and our current track record in enterprise software development, allow us to provide a full range of services to our clients. Bits In Glass helps organizations of all sizes to automate their businesses and leverage the power of the web and mobile technologies.