Business Analyst - CRM

Position Overview:

Reporting to the Global Head of Strategic Project and Transformation, the Business Analyst – CRM will act as the bridge between business stakeholders and the technical implementation team, driving requirements gathering, process mapping, and solution definition for our Zoho CRM platform. You’ll analyze current workflows, identify gaps and pain points, and translate them into functional specifications and user stories. Working closely with the CRM Team in Noida and with local teams in the rest of locations, you’ll ensure that CRM enhancements deliver measurable improvements in efficiency, data quality and end-user adoption.

Key Responsibilities:

·        Requirements Gathering & Analysis: Facilitate workshops and interviews with stakeholders to elicit, document and validate business requirements, use cases and acceptance criteria.

·        Process Design & Optimization: Map existing sales, marketing and support processes; identify inefficiencies and propose streamlined, CRM-enabled workflows.

·        Functional Specification & User Stories: Write clear, detailed functional specs and user stories for the development/configuration team, ensuring traceability from requirements to delivery.

·        Stakeholder & Change Management: Act as primary liaison with end users, business sponsors and IT; manage expectations, drive user acceptance and support training materials development.

·        Testing & Validation: Develop test plans, coordinate User Acceptance Testing (UAT), document defects and verify resolution against acceptance criteria.

·        Reporting & Documentation: Maintain comprehensive documentation in the Knowledge Management System (KMS) - Confluence, including process models, configuration guides and release notes.

Qualifications:

·        Bachelor’s degree in Business, Information Systems, Engineering or related field.

·        5+ years of experience as a Business Analyst in CRM implementations (ideally Zoho CRM) or similar platforms.

·        Solid understanding of end-to-end CRM processes in sales, marketing and customer service.

·        Proven track record writing functional specifications and user stories in an Agile/Scrum environment.

·        Experience with UAT coordination and defect management.

·        Familiarity with BI/reporting tools (e.g., Zoho Analytics, Tableau, Power BI).

Skills:

·        Analytical Thinking: Strong ability to deconstruct complex business problems and propose data-driven solutions.

·        Communication: Excellent verbal and written skills, able to translate technical details into clear, business-friendly language.

·        Facilitation & Workshops: Comfort leading requirements workshops and cross-functional meetings.

·        Detail-Orientation: Rigorous approach to documenting requirements, test cases and process flows.

·        Collaboration: Team-oriented mindset; proven track record working with global, multicultural teams.

·        Tools Proficiency: Hands-on experience with Zoho CRM (or equivalent), JIRA/Confluence (or similar), Visio/Draw.io for process mapping.

·        Adaptability: Flexible and resilient, able to juggle multiple requests and shifting priorities. Planning, organisational and management skills to prioritise and manage workload to meet tight deadlines, with minimum supervision.

·        Demonstrated ability to influence key stakeholders to gain agreement and support.

·        Understanding cultural diversity and collaborating well with global teams and vendors.

·        Flexibility to travel, if required.

Join us on this exciting journey!