Business Analyst (CRM Implementation)

Difinity Digital LLP; Chennai District; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Difinity Digital LLP is seeking a seasoned Business Analyst – CRM Implementation to drive requirement gathering, process analysis, and delivery of CRM projects. You will collaborate with product, development, QA, and business stakeholders to translate needs into functional solutions and ensure smooth CRM adoption.

The ideal candidate has 5+ years in business analysis for CRM implementations, experience with multiple CRM platforms, and strong communication skills to coordinate cross-functional

Qualifications

• 5+ years of business analysis experience with CRM implementations.
• Experience creating BRD/FRD, user stories, use cases, and acceptance criteria.
• Strong knowledge of Agile and Waterfall methodologies; UAT planning and production support.

Responsibilities

• Gather, analyze, and document business requirements through stakeholders and workshops.
• Prepare BRD/FRD, user stories, acceptance criteria, and process maps.
• Conduct gap analysis and propose CRM-based solutions aligned with objectives.
• Design current and future state business processes; support SDLC activities.
• Coordinate UAT, defect tracking, and production validation; manage integrations.

Skills

CRM implementation

Business analysis

Stakeholder management

Agile/Scrum

SQL basics

REST APIs

Education

Bachelor's degree

Tools

Draw.io

Lucidchart

Balsamiq

Visio

Job description

Job Description – Business Analyst (CRM Implementation)

Position: Business Analyst – CRM Implementation

Experience: 5+ Years

Location: Hybrid/Onsite (Based on Business Requirement)

Employment Type: Full-Time

Job Summary

We are seeking an experienced Business Analyst – CRM Implementation with 5+ years of experience in gathering business requirements, analyzing business processes, and delivering successful CRM implementation projects. The ideal candidate will work closely with business stakeholders, product teams, developers, QA teams, and customers to translate business requirements into functional solutions while ensuring successful CRM adoption.

Key Responsibilities

• Gather, analyze, and document business requirements through stakeholder meetings, workshops, and interviews.
• Prepare Business Requirement Documents (BRD), Functional Requirement Documents (FRD), user stories, acceptance criteria, and process documentation.
• Conduct gap analysis and recommend CRM-based solutions aligned with business objectives.
• Design current-state and future-state business process flows.
• Collaborate with Product, Development, QA, and Support teams throughout the Software Development Life Cycle (SDLC).
• Coordinate CRM implementation projects from requirement gathering through deployment and post-production support.
• Facilitate Agile ceremonies including backlog grooming, sprint planning, and requirement clarification.
• Coordinate User Acceptance Testing (UAT), defect tracking, and production validation.
• Support CRM workflow configuration, business process automation, and system enhancements.
• Work with third-party integrations including APIs, telephony systems, SMS gateways, email platforms, and other enterprise applications.
• Provide post-implementation support and ensure smooth user adoption.
• Maintain project documentation and ensure compliance with delivery standards.
• Collaborate with cross-functional teams to improve business processes and customer experience.

Required Skills

• Minimum 5+ years of Business Analysis experience.
• Hands-on experience in CRM Implementation Projects (LeadSquared, Salesforce, Microsoft Dynamics 365, SugarCRM, Zoho CRM, HubSpot, Freshworks CRM, or similar platforms).
• Strong knowledge of requirement elicitation, gap analysis, and business process mapping.
• Experience preparing:
  • BRD
  • FRD
  • User Stories
  • Use Cases
  • Acceptance Criteria
• Good understanding of Agile (Scrum) and Waterfall methodologies.
• Experience in UAT planning, execution, and production support.
• Strong stakeholder management and communication skills.
• Basic knowledge of SQL and REST APIs is preferred.
• Familiarity with workflow automation and CRM integrations.
• Experience with documentation and process mapping tools such as Draw.io, BizAgi, Balsamiq, Lucidchart, Visio, or similar.
• Excellent analytical, problem-solving, and presentation skills.

Preferred Qualifications

• Experience in SaaS product implementation.
• Exposure to CRM customization and workflow automation.
• Experience working with enterprise clients across multiple domains.
• Knowledge of AI-powered productivity tools such as ChatGPT, Microsoft Copilot, or similar is an added advantage.
• Experience in customer onboarding and change management is preferred.

Education

• Bachelor's degree in Engineering, Computer Science, Information Technology, Business Administration, or a related field.

Preferred Domain Experience

• CRM Implementation
• SaaS Products
• Education
• Enterprise Applications