Business Analyst

We are seeking an experienced and solution-oriented Business Analyst to oversee CRM systems, digital platforms, and IT operations from our Bangalore office. The role involves streamlining business processes, improving system efficiency, analysing data, and providing technology-driven support to sales and back-office teams. Ideal for someone who combines strong analytical thinking with hands-on technical expertise and takes ownership of improving day-to-day business operations.

WHAT YOU'LL DO

1. CRM and Sales Support

● Manage incoming website and chatbot leads within the CRM, ensuring timely distribution to the sales team.

● Administer the CRM platform, including user accounts, access permissions, security, configurations, feature enhancements, integrated bots, and performance monitoring.

● Coordinate the Bangalore lead-generation team, review lead quality, and ensure approved leads are accurately entered into the CRM.

● Maintain accurate sales pipeline data and validate it before monthly sales reports are prepared.

● Troubleshoot CRM issues and recommend process improvements to raise usability and sales team productivity.

1. Website, Chatbot and Digital Marketing

● Maintain the website, including plugin updates, design and content changes, and error troubleshooting; coordinate back-end and database issues with technical support teams or service providers.

● Review chatbot conversations and lead submissions, identify gaps in responses, and improve chatbot performance.

● Monitor Google Analytics data and review Google Ads performance, coordinating with the Google Account Manager on optimisation.

● Conduct SEO keyword research, update existing blogs, and develop new content based on keywords and relevant industry topics.

● Manage the company's Facebook page (posts, blogs, greetings) and route social media enquiries to the relevant sales stakeholder.

1. IT Operations and Vendor Management

● Monitor security and system event logs, identify errors and warnings, and coordinate corrective action.

● Manage DNS, email, website hosting, Google Ads accounts, and related subscriptions to ensure business continuity; coordinate with technical support teams and service providers on downtime and technical issues.

● Administer the cloud telephony (Exotel e-IPBX) platform, including users, call routing, subscriptions, and renewals; monitor dropped calls and route them to Sales or the back office for follow-up.

● Track IT subscription renewals, raise payment requisitions, and follow up with internal teams so bills are processed on time.

● Research IT hardware (laptops, routers, etc.) and prepare vendor comparisons and cost analyses.

● Conduct vendor, supplier, and competitor research to support business decisions.

1. Business Applications, Projects and Training

● Maintain back-office Google Sheets, ensuring accuracy of master data, formulas, and records, and resolve spreadsheet issues.

● Administer the web-based Canvas inventory management application used by the warehouse and Bangalore office, support its users, and generate ad hoc stock reports for the Production team.

● Maintain the user-access roles and rights matrix: consolidate requirements from Production, Accounts, Sales, and other departments, and coordinate verification and implementation with our implementation partner, RSystems.

● Participate in software implementation and weekly review meetings, and track pending actions with internal stakeholders and external partners.

● Develop and deliver user-awareness training sessions and prepare supporting materials and documentation.

● Support ad hoc business requests, including e-commerce platform onboarding and relationship management, technical diagrams, and research on government regulations and policies.

1. Reporting and MIS

● Prepare monthly security, Google Analytics, and sales reports for senior management, ensuring CRM data is verified and back-end updates are complete before submission.

● Track pending technical issues, system enhancements, vendor follow-ups, and subscription renewals, and submit all reports accurately and on time by email or other approved channels.

WHAT WE'RE LOOKING FOR

· Bachelor's degree in IT, Computer Science, Business Administration, or a related discipline.

· 4–8 years of relevant experience in business analysis, CRM administration, business systems management, or IT operations.

· Hands-on experience with Microsoft Dynamics, including user administration, configuration, reporting, and sales pipeline management.

· Strong analytical, problem-solving, and troubleshooting skills, with the ability to implement practical solutions.

· Advanced proficiency in Microsoft Excel or Google Sheets, including formulas, master data management, data validation, and MIS reporting.

· Working knowledge of website administration, plugins, DNS, email, and hosting; familiarity with Google Analytics, Google Ads, and basic SEO.

· Experience with cloud telephony platforms, including user administration, call routing, and vendor coordination.

· Experience coordinating software implementations, access controls, and external technology partners; familiarity with inventory, ERP, or other web-based business applications.

· Strong written and verbal communication skills, with the ability to prioritise multiple responsibilities and work independently across departments and with external vendors.

· Experience with Zoho CRM, CRM migration, or system integrations; vendor evaluation, competitor research, or digital content management will be an added advantage.

COMPENSATION AND BENEFITS

● Salary: Commensurate with current CTC and interview performance.

● Provident Fund and ESI: As per government norms.

● Insurance and Health Benefits: Included as part of the benefits package.

● Bonus: Paid annually to all employees, as per company policy.

● Increment: Reviewed annually during the appraisal period, based on performance.

Pay: ₹360,000.00 - ₹600,000.00 per year

Benefits:

• Health insurance
• Paid sick time
• Provident Fund

Work Location: In person