As the Business Systems Analyst supporting the Go to Market Functions, you will focus on becoming the trusted technology partner for the Sales, Marketing, Customer Success, and/or Customer Support organizations. As part of this role, you will work with the operations teams in the various business functions to understand their functional and technical needs, identify and implement SaaS applications to address the business needs, and become the single point of contact for supporting and enhancing the business applications for the users.
Responsibilities:
Develop detailed requirements (business, user, process, system requirements – functional and non-functional) and establish traceability to business vision
Partner with the Leads to work with Product Managers on the Freshworks product teams to understand and align the product roadmap to the functional requirements
Manage day to day operation such as supporting L2/L3 tickets and data management inside the CRM
Actively work with internal development teams to conduct gap analysis of different solutions (both internal and external) and identify the best path forward.
Develop, test and deploy customizations and new functionality based on changing business needs
Collaborate on all business readiness activities including end user training, product testing, rollout, iteration and support
Overall experience of 5-6 years working in a SaaS / IT environment with Relevant Business Analyst exposure of at least 2 years with hands on experience
Understanding of business processes in the Sales, Marketing and customer service/customer success domains
Proven track record in delivering large scale projects and working with multiple business stakeholders
In depth understanding of CRM, CPQ and other Sales tools with System Administration experience and Certification - Salesforce, Hubspot, Microsoft Dynamics etc
In depth understanding of business processes in the Sales domains
Strong focus on requirement gathering and translating into tech specifications
Strong foundation in Project Management and managing agile systems
In-Depth knowledge in CRM with System Administration experience
Ability to work with multiple stakeholders and drive consensus
Bachelor's / Master’s Degree in computer science, engineering or an equivalent combination of skills, training, and experience is required
Strong desire to take ownership of a set of business needs and drive delivery of operational and technical processes to meet these product needs
Software development background is a plus
Excellent written and verbal communication skills
Collaboration mindset – this is a highly cross-functional role
A do-what-it-takes attitude
These are some benefits you can expect from us in return:
At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.
At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.
