Graduate IT Business Analyst - London, United Kingdom - Freshworks Inc.

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.

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).

The suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).

Our suite of products has also been recognized by analysts including the Gartner Magic Quadrants for CRM Customer Engagement, IT Service Management and Sales Force Automation.

While Freshworks has had incredible organic growth over the last few years, the company also has made targeted acquisitions that add critical capabilities to the portfolio including Natural Language Processing, Chatbots, Machine Learning, Social and Messaging Transformation.

Freshworks has raised over $400 million in capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management.

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, our communities and our business.

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.

Develop detailed requirements (business, user, process, system requirements – functional and non-functional) and establish traceability to business vision
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
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
Understanding of business processes in the Sales, Marketing and customer service/customer success domains
Proven track record in delivering large scale projects and working with multiple business stakeholders
In depth understanding of CRM, CPQ and other Sales tools with System Administration experience and Certification - Salesforce, Hubspot, Microsoft Dynamics etc
In depth understanding of business processes in the Sales domains
Strong foundation in Project Management and managing agile systems
In-Depth knowledge in CRM with System Administration experience
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
Software development background is a plus
Company funded Life & Long-Term Disability insurance
~ Cycle to work Scheme
~ Fully stocked pantry with healthy fruits, snacks, gourmet coffee, and breakfast options
~ Company Funded Employee Assistance Program (EAP) for both you and your family
~25 days annual Paid-Time-Off (PTO)
~ Discounted Tax Support Services

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.

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.

#