Business Analyst - CRM

As the Business Analyst CRM at our organization, you will report to the Global Head of Strategic Project and Transformation and play a crucial role in bridging the gap between business stakeholders and the technical implementation team. Your main responsibilities will include driving requirements gathering, process mapping, and solution definition for our Zoho CRM platform. By analyzing current workflows, identifying gaps and pain points, and translating them into functional specifications and user stories, you will ensure that CRM enhancements result in measurable improvements in efficiency, data quality, and end-user adoption. You will collaborate closely with the CRM Team in Noida and with local teams in other locations to achieve these goals. Your key responsibilities will include facilitating workshops and interviews with stakeholders to elicit, document, and validate business requirements, use cases, and acceptance criteria. Additionally, you will map existing sales, marketing, and support processes, identify inefficiencies, and propose streamlined, CRM-enabled workflows. It will also be your responsibility to write clear, detailed functional specs and user stories for the development/configuration team, ensuring traceability from requirements to delivery. Acting as the primary liaison with end users, business sponsors, and IT, you will manage expectations, drive user acceptance, and support the development of training materials. You will also be involved in developing test plans, coordinating User Acceptance Testing (UAT), documenting defects, and verifying resolution against acceptance criteria. Furthermore, you will maintain comprehensive documentation in the Knowledge Management System (KMS) - Confluence, including process models, configuration guides, and release notes. To be successful in this role, you should hold a Bachelor's degree in Business, Information Systems, Engineering, or a related field. You should have at least 5 years of experience as a Business Analyst in CRM implementations, preferably with Zoho CRM or similar platforms. A solid understanding of end-to-end CRM processes in sales, marketing, and customer service is essential, along with a proven track record of writing functional specifications and user stories in an Agile/Scrum environment. Experience with UAT coordination, defect management, and familiarity with BI/reporting tools (e.g., Zoho Analytics, Tableau, Power BI) will be advantageous. In terms of skills, you should possess strong analytical thinking abilities to deconstruct complex business problems and propose data-driven solutions. Excellent verbal and written communication skills are necessary to translate technical details into clear, business-friendly language. Comfort leading requirements workshops and cross-functional meetings, along with a rigorous approach to documenting requirements, test cases, and process flows, are also key skills required for this role. A team-oriented mindset, proficiency in tools such as Zoho CRM, JIRA/Confluence, and Visio/Draw.io, as well as adaptability, planning, organizational, and management skills are essential to manage workload and meet tight deadlines with minimum supervision. Demonstrated ability to influence key stakeholders, understanding of cultural diversity, collaboration with global teams and vendors, flexibility to travel if required, and a passion for joining us on an exciting journey are what we are looking for in our ideal candidate.,