Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end-user. More than 50,000 companies -- from startups to public companies -- around the world use Freshworks software-as-a-service to enable a better customer experience (CRM) and employee experience (ITSM, HRSM).

Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers, including American Express, Sony, Vice Media, TaylorMade, Sotheby’s, Stitchfix, OfficeMax, Multichoice, Delivery Hero, ITV, and Klarna.  

Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).

Overview:

As the 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
• Partner with the Leads to work with Product Managers on the Freshworks product 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
• Manage large scale Periodic Data Migrations
• 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
• Collaborate on all business readiness activities including end user training, product testing, rollout, iteration, and support.

• Overall experience of 5-6 years working in a SaaS / IT environment with Relevant Business Analyst exposure of at least 2 years with hands-on experience in Customer Support Desk and Success tools.
• Bachelor's / Master’s  Degree in computer science, engineering or an equivalent combination of skills, training, and experience is required.
• Strong understanding of the cloud enterprise application space such as Customer support software (Desk / Ticketing System), Customer Success tools or CRM software
• Hands-on experience with configurations and building integrations between systems. 
• Enthusiasm and empathy for genuinely improving how businesses serve and engage with people.
• Can quickly synthesize requirements and craft solutions by connecting with internal stakeholders.
• Keen eye for detail and proven project management skills.
• Understanding of business processes in the Sales, Customer Success and support domains.
• Strong desire to take ownership on a set of business needs and drive delivery of operational and technical processes to meet these product needs.
• Manage process improvements initiatives which may involve anything from documentation of SOP to solution implementation.
• Software development background is a plus.
• Knowledge of Sql query is a plus point.
• Given the many stakeholders one has to work with, a team player having exceptional
• Interpersonal and Communication skills are essential.
• Collaboration mindset – this is a highly cross-functional role.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.