Lead Business Analyst

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.

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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. 

Overview:

As the Lead Process / Solution Expert in IT GTM Functions, you will focus on becoming the trusted SME and Process partner for the 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 SaaS applications to address the business needs, and become the single point of contact for enhancing the business user experience.

Responsibilities:

• Act as a SME for the Customer support business unit
• Partner with the Product Managers on the Freshworks product to understand and align the product roadmap to the functional requirements in delivering required functionality for the business stakeholders
• Build periodic management review reports and metrics
• Setup Process documentation and architecture diagrams for their said systems
• Develop detailed roadmap based on user requirements and establish traceability to business vision
• Actively work with internal development teams to conduct gap analysis of different solutions (both internal and external) and identify the best path forward.
• Assist in UAT and change management for Projects
• Collaborate on all business readiness activities including end user training and product testing

• Relevant experience of at least 8 years working in a SaaS / IT environment with working knowledge on Support Desk and Support automation tools such as Freshdesk, Zendesk, Zoho desk, Salesforce Service Desk etc
• In depth understanding of Support Desk system, Chat and Contact Center systems in tandem with business processes
• Experience in developing user maps, journeys and process flows
• Basic understanding of integrations and technical capabilities of tools
• Excellent written and verbal communication skills a must
• Ability to manage ambiguity and translating the same into results
• 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
• Strong desire to take ownership of a set of business needs and drive delivery of operational and technical processes to meet these product needs
• Master’s  Degree in computer science, engineering or an equivalent combination of skills, training, and experience is required
• Collaboration mindset – this is a highly cross-functional role
• A do-what-it-takes attitude

All your information will be kept confidential according to EEO guidelines.

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.