Business Analyst

Job Summary

We are seeking a seasoned Senior Business Analyst with deep expertise in CRM platforms to drive business process optimization, data-driven decision-making, and customer lifecycle improvements. The ideal candidate will bring strong analytical skills, stakeholder management experience, and a solid understanding of CRM systems, preferably within the education or edtech ecosystem.

Key Responsibilities

CRM & Business Analysis

• Lead end-to-end business analysis for CRM initiatives, including requirements gathering, process mapping, solution design, and implementation support

• Act as the functional expert for CRM platforms (e.g., Salesforce, Microsoft Dynamics, HubSpot, Zoho, or similar)

• Translate business needs into functional specifications, user stories, and acceptance criteria • Partner with technical teams to ensure CRM configurations align with business objectives Stakeholder & Process Management

• Collaborate with senior stakeholders across Sales, Marketing, Admissions, Student Services, and Operations

• Conduct workshops, interviews, and walkthroughs to capture and validate requirements

• Identify gaps, inefficiencies, and improvement opportunities across customer/student journeys Data, Reporting & Insights

• Define and track CRM KPIs, dashboards, and reports to support leadership decision-making

• Analyze customer/student data to identify trends related to acquisition, engagement, retention, and conversions

• Support data governance, data quality, and CRM best practices

Education Domain (Preferred)

• Analyze and optimize student lifecycle processes such as lead management, admissions, onboarding, engagement, and alumni relations

• Support CRM use cases specific to education: enrollment funnels, counselor productivity, cohort tracking, and student success metrics Change Management & Delivery

• Support UAT, training, and change adoption for CRM rollouts and enhancements

• Mentor junior analysts and contribute to BA best practices and documentation standards Required Skills & Qualifications

Experience & Background

• 8-10 years of experience as a Business Analyst, with at least 5+ years working extensively on CRM systems

• Proven experience delivering large-scale CRM implementations or enhancements

• Bachelor's degree in Business, Information Systems, Engineering, or a related field

• Experience in education, edtech, or training organizations is strongly preferred Technical & Functional Skills

• Strong hands-on experience with CRM platforms (Salesforce, Dynamics, HubSpot, Zoho, etc.)

• Expertise in requirements documentation, process modeling (BPMN, flowcharts), and user stories • Strong understanding of CRM data models, workflows, integrations, and reporting

• Experience with SQL, dashboards, or BI tools is a plus Soft Skills

• Excellent stakeholder management and communication skills

• Strong problem-solving and analytical thinking

• Ability to work independently and lead discussions with senior leadership

• Comfortable operating in fast-paced, cross-functional environments