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Lead Business Systems Analyst



San Mateo, CA, USA
Posted on Wednesday, May 15, 2024

Company Description

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. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM).

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.

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.


  • 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.


  • Overall experience of 7-8 years working in a SaaS / IT environment with Relevant Business Analyst exposure in CRM of at least 4 years with hands on experience.
  • Understanding of business processes in the Sales, Marketing and customer service/customer success domains.
  • In depth understanding of CRM, CPQ and other Sales tools with System Administration experience and Certification - Salesforce, Hubspot, Microsoft Dynamics etc.
  • Proven track record in delivering large scale projects and working with multiple business stakeholders.
  • Strong focus on requirement gathering and translating into tech specifications.
  • Strong foundation in Project Management and managing agile systems.
  • Ability to work with multiple stakeholders and drive consensus.
  • Bachelor's / Master’s Degree in computer science, engineering or an equivalent combination of skills, training, and experience is required.
  • Strong desire to take ownership of a set of business needs and drive delivery of operational and technical processes to meet these product needs.
  • Strong Business Engagement Skills and ability to architect GTM Solutions.
  • Ability to work with team members in Cross Timezone setup.
  • Software development background is a plus.
  • Excellent written and verbal communication skills.
  • Collaboration mindset – this is a highly cross-functional role.
  • A do-what-it-takes attitude.

Additional Information

California Pay Range: $132,500 - $215,300 comprising an annual salary & incentive compensation: You may also be eligible for equity and additional generous company benefits.

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.