Lead Business Systems Analyst

4 weeks ago


San Mateo California, United States Freshworks Full time
Job Description

As the Lead 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.

Liaison with the NA and EU Sales teams and drive delivery with the India IT team.

Partner with Business & Managers 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.

Develop elaborate functional specifications and Program schedules for requirements.

Collaborate on all business readiness activities including end user training, product testing, rollout, iteration and support.



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