Job
Description
About the Role: We are looking for a tech-functional Business Analyst to join our Business Application and Transformation Product team. This individual will play a critical role in translating business needs into platform capabilities by working closely with cross-functional teams including Sales, Account Management, Analytics, Engineering, and Product. You will be responsible for driving CRM platform enhancements, working on AI-powered business applications, building analytical dashboards, and contributing to sprint planning and execution. Key Responsibilities: Gather, document, and translate business requirements into user stories and functional specs across Sales, Account Management, and Operations teams. Design workflows and enable CRM capabilities (preferably like Salesforce CRM - Sales/Service Cloud, ServiceNow, Zoho, HubSpot etc.) including modules for deal management, pricing workflows, merchant lifecycle views, and engagement tracking. Collaborate with data and analytics teams to build business reports, dashboards, and performance visualizations using Tableau , Excel, or CRM-native dashboard and report tools. Own and execute UAT testing, sprint demos, backlog grooming, and user training as part of agile delivery. Partner with engineering to implement AI first scalable, intuitive solutions across internal tools and business platforms. Contribute to GTM rollouts and enablement documentation for new features and platform enhancements. Work with AI tools and applications to build or support solutions such as merchant insights, automation of tasks, sentiment tagging, or intelligent recommendations in CRM and sales tools. Qualifications: Must-Have: 3-6 years of relevant experience as a Business Analyst in tech-product, internal tools, or platform teams. Strong hands-on experience with CRM Tool Development (like Salesforce Sales or Service Cloud, HubSpot, ServiceNow etc) including flows, reports, objects, and configurations. Experience using Tableau , CRM dashboards, and writing SQL/SOQL queries for data analysis and business reporting. Exposure to AI/ML-powered business solutions (chatbots, smart recommendations, automations, etc.). Strong understanding of agile practices including sprint ceremonies, backlog grooming, and functional testing. Excellent communication, stakeholder management, and documentation skills. Preferred: Experience in fintech, financial services, or SaaS platforms. Business Analyst certifications or CSM / CSPO/ PMP certifications. Knowledge of relevant business platforms (e.g., Salesforce, ServiceNow, Freshdesk), GTM workflows, and B2B merchant lifecycle tools.
