Job Description
Role: Martech Business Analyst (CRM Governance & Delivery)
Location: Pune
Experience: 3–7 years
Department: Martech / Technology / Delivery
Role Overview
We are looking for a Martech Business Analyst who will act as a bridge between business, clients, and technology teams. This role will be responsible for driving CRM governance, managing incoming requests, and ensuring structured resolution of issues while also contributing to business analysis, requirement gathering, and system design across multiple Martech projects.
The ideal candidate should be comfortable handling client interactions, understanding business workflows, and working closely with technology teams to ensure smooth delivery and adoption.
Key Responsibilities
- CRM Governance & Issue Management
- Act as the central point for managing all CRM-related queries and requests
- Analyse and categorize incoming requests into:
- Technical issues
- Configuration / access-related
- Process or usability gaps
- Enhancement requirements
- Drive timely resolution by coordinating with relevant teams
- Ensure structured tracking, prioritization, and closure of all requests
- Identify recurring issues and implement long-term improvements
- Business Analysis & Requirement Gathering
- Work closely with stakeholders to understand business requirements
- Translate requirements into clear and structured documentation
- Create detailed BRDs, FRDs, and user stories
- Define acceptance criteria and expected outcomes
- Ensure requirements are complete and aligned before development
- Client Coordination & Stakeholder Management
- Act as a key point of contact for client-side functional discussions
- Conduct requirement workshops, demos, and walkthroughs
- Align client expectations with system capabilities
- Manage escalations with clarity and structured communication
- Sprint Planning & Delivery Alignment
- Participate in sprint planning, backlog grooming, and prioritization
- Break down requirements into actionable user stories
- Work closely with development, QA, and account management teams
- Ensure smooth execution and timely resolution of dependencies
- Martech System Understanding & Architecture Alignment
- Develop a strong understanding of:
- CRM platforms (Kylas, Zoho, HubSpot, etc.)
- Lead lifecycle, sales pipelines, and service workflows
- Understand integrations across CRM, marketing tools, and third-party systems
- Collaborate with tech teams to design scalable and efficient solutions
- Contribute to system architecture discussions and solution design
- Process Governance & Optimization
- Define and enforce CRM usage guidelines and best practices
- Ensure correct configuration of workflows, fields, and automations
- Identify inefficiencies in business processes and recommend improvements
- Standardize processes across multiple projects
- User Enablement & Adoption
- Conduct onboarding and refresher sessions for users
- Create documentation such as SOPs, FAQs, and usage guides
- Drive better adoption of CRM systems across teams
- Reporting & Insights
- Track request trends, resolution timelines, and usage patterns
- Provide insights on recurring gaps and improvement opportunities
- Support continuous improvement of system usability and performance
Required Skills
- Strong understanding of CRM systems and Martech ecosystem
- Experience in business analysis, BRD/FRD creation, and documentation
- Ability to translate business needs into structured solutions
- Strong communication and client-facing skills
- Understanding of Agile processes (sprint planning, backlog management)
- Analytical thinking with attention to detail
Technical Understanding
- Basic understanding of:
- APIs and integrations
- Data flow between systems
- Workflow automation
- Familiarity with CRM tools like Kylas, Zoho, and HubSpot
- Awareness of web technologies (frontend basics, backend concepts)
Good to Have
- Experience in Martech or SaaS product management and governance
- Exposure to analytics tools (GA4, Looker Studio, etc.)
- Understanding of lead management, attribution, and funnel tracking
- Experience working on multi-system integrations
Success Metrics
- Faster turnaround time for issue resolution
- Reduction in repeated queries and escalations
- Improved client satisfaction
- High-quality documentation with minimal rework
- Better adoption and disciplined usage of CRM systems
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