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Job Description – Business Analyst (CRM Implementation)

Job Description – Business Analyst (CRM Implementation)
Position: Business Analyst – CRM Implementation
Experience: 5+ Years
Location: Hybrid/Onsite (Based on Business Requirement)
Employment Type: Full-Time

Job Summary
We are seeking an experienced Business Analyst – CRM Implementation with 5+ years of experience in gathering business requirements, analyzing business processes, and delivering successful CRM implementation projects. The ideal candidate will work closely with business stakeholders, product teams, developers, QA teams, and customers to translate business requirements into functional solutions while ensuring successful CRM adoption.

Key Responsibilities
1.Gather, analyze, and document business requirements through stakeholder meetings, workshops, and interviews.
2.Prepare Business Requirement Documents (BRD), Functional Requirement Documents (FRD), user stories, acceptance criteria, and process documentation.
3.Conduct gap analysis and recommend CRM-based solutions aligned with business objectives.
4.Design current-state and future-state business process flows.
5.Collaborate with Product, Development, QA, and Support teams throughout the Software Development Life Cycle (SDLC).
6.Coordinate CRM implementation projects from requirement gathering through deployment and post-production support.
7.Facilitate Agile ceremonies including backlog grooming, sprint planning, and requirement clarification.
8.Coordinate User Acceptance Testing (UAT), defect tracking, and production validation.
9.Support CRM workflow configuration, business process automation, and system enhancements.
10.Work with third-party integrations including APIs, telephony systems, SMS gateways, email platforms, and other enterprise applications.
11.Provide post-implementation support and ensure smooth user adoption.
12.Maintain project documentation and ensure compliance with delivery standards.
13.Collaborate with cross-functional teams to improve business processes and customer experience.

Required Skills
1.Minimum 5+ years of Business Analysis experience.
2.Hands-on experience in CRM Implementation Projects (LeadSquared, Salesforce, Microsoft Dynamics 365, 3.SugarCRM, Zoho CRM, HubSpot, Freshworks CRM, or similar platforms).
4.Strong knowledge of requirement elicitation, gap analysis, and business process mapping.

Experience preparing:
1.BRD
2.FRD
3.User Stories
4.Use Cases
5.Acceptance Criteria
6.Good understanding of Agile (Scrum) and Waterfall methodologies.
7.Experience in UAT planning, execution, and production support.
8.Strong stakeholder management and communication skills.
9.Basic knowledge of SQL and REST APIs is preferred.
10.Familiarity with workflow automation and CRM integrations.
11.Experience with documentation and process mapping tools such as Draw.io, BizAgi, Balsamiq, Lucidchart, Visio, or similar.
12.Excellent analytical, problem-solving, and presentation skills.

Preferred Qualifications
1.Experience in SaaS product implementation.
2.Exposure to CRM customization and workflow automation.
3.Experience working with enterprise clients across multiple domains.
4.Knowledge of AI-powered productivity tools such as ChatGPT, Microsoft Copilot, or similar is an added advantage.
5.Experience in customer onboarding and change management is preferred.

Education
.Bachelor's degree in Engineering, Computer Science, Information Technology, Business Administration, or a related field.

Preferred Domain Experience
1.CRM Implementation
2.SaaS Products
3.Sales Automation
4.Customer Engagement Platforms
5.Healthcare
6.Education
7.Real Estate
8.Financial Services
9.Enterprise Applications
This JD aligns closely with the experience highlighted in the uploaded CV, while remaining generic enough to attract strong CRM Business Analyst candidates with 5+ years of relevant implementation experience.