Business Analyst (Zoho CRM)

Role & responsibilities

• Collaborate closely with the Marketing team to understand business objectives, campaign workflows, lead management processes, and operational requirements.
• Gather, analyze, document, and validate business and functional requirements from stakeholders.
• Translate business requirements into detailed functional specifications, user stories, process flows, and acceptance criteria.
• Configure, optimize, and support Zoho CRM to align with marketing and business needs.
• Work with technical teams to implement CRM enhancements, workflows, automation, and third-party integrations.
• Coordinate integrations between Zoho CRM and marketing platforms, communication tools, and other enterprise applications.
• Analyze existing business processes and recommend improvements to increase efficiency and automation.
• Participate in solution design discussions, UAT planning, test case preparation, and user acceptance testing.
• Ensure timely resolution of business and system issues by coordinating with cross-functional teams.
• Prepare business documentation including BRDs, FRDs, process maps, SOPs, and training materials.
• Support change management activities and provide end-user training where required.
• Monitor CRM usage, data quality, and adoption while recommending continuous improvements.

Preferred candidate profile

• 2-7 years of experience as a Business Analyst.
• Experience in the Insurance domain is mandatory.
• Strong understanding of marketing business processes, lead lifecycle, customer journey, campaign management, and CRM-driven marketing operations.
• Hands-on experience with Zoho CRM, including workflows, modules, reports, dashboards, and automation.
• Experience with Zoho ecosystem applications such as Zoho Campaigns, Zoho Forms, Zoho Analytics, Zoho Desk, or related tools is preferred.
• Understanding of CRM integrations using APIs, webhooks, middleware, or third-party integration platforms.
• Experience in requirement gathering, stakeholder management, business process mapping, and documentation.
• Strong analytical, problem-solving, and communication skills.
• Experience working in Agile, Scrum, or Waterfall environments.
• Proficiency in Microsoft Excel, PowerPoint, and documentation tools.