Business Systems Analyst

Coates-Group; Mangaluru; On-site; INR 900,000 - 1,300,000; Full time

Benefits offered by this job

Annual bonus program

Thrive Program

Flexible work options

Global Wellness paid day off

Give Back Day

Equality + Empowerment Initiatives

Job summary

Coates Group seeks a Business Systems Analyst to convert ambiguous business problems into structured, execution-ready technical requirements across CRM, ERP, and core platforms. You will standardize intake, map processes, and ensure solution quality through testing in fast-paced sprint cycles.

Join a global tech team emphasizing collaboration, continuous improvement, and delivering engaging customer experiences. Salesforce, JIRA, Confluence, and mapping tools are highly desirable.

Qualifications

• 3+ years in Business Systems Analysis, Product Owner, or hybrid BA/QA/Delivery roles in software delivery.
• Experience with CRM/ERP implementations; Salesforce experience desirable.
• Proficiency with Lucidchart/Visio for complex data and workflow visualization.

Responsibilities

• Lead discovery and clarify initiatives, aligned to delivery readiness standards.
• Map current and future processes to identify gaps, dependencies and impacts.
• Promote standardized intake frameworks with defined scope and acceptance criteria.
• Support scalable solutions across CRM, ERP, and related processes to improve efficiency and customer experience.
• Collaborate with developers, architects and stakeholders to evaluate options and ensure practical, scalable solutions.
• Validate requirements, acceptance criteria and functionality through QA and UAT.

Skills

Agile/Scrum practices

Stakeholder collaboration

Process mapping

Education

Bachelor's degree in CS/Business/Information Management

Tools

Salesforce

JIRA

Confluence

Lucidchart

Visio

Job description

Be Part of Our Next Chapter

For over almost 60 years, our solutions have enabled impactful connections between some of the world’s leading brands and their customers. And while we’ve already done a lot of work we’re proud of, we’re just getting started!

We’re a global technology company focused on creating dynamic, smart, personalised and engaging customer experiences powered by our range of digital hardware, our proprietary content management system and our industry leading signage solutions. (For example: If you’ve ordered in-store or in the drive-thru at McDonald’s somewhere in the world in the last few years, chances are you’ve interacted with our digital solutions.) We work in over 50 global markets and have 9 offices around the world, with a global headquarters proudly located in our founding home of Sydney, Australia.

Coates Group has the values of a family-owned business and the innovative spirit of a start-up, both which fuel our purpose – Creating Connections. Empowering Partnerships. Always Evolving. Through hard work, dedication and creativity, we’ve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are curious, charismatic, authentic and we value and leverage the diversity of our crew. We are imaginers, kindness enthusiasts, experts, creators, thinkers, challengers, collaborators and over-achievers. And together, as a Crew, we are revolutionizing the way the world’s leading brands leverage technology to drive the best customer experiences.

The Business Systems Analyst (BSA) converts ambiguous business problems into structured, execution-ready technical requirements, driving alignment between business strategy and Application Delivery. Operating across CRM (Salesforce), ERP, and core operational platforms, this role champions application delivery maturity by standardizing intake discipline, optimizing process mapping, and ensuring solution quality through rigorous functional testing within fast-paced sprint cycles.

Key responsibilities for the role

• Lead discovery and clarification efforts across ambiguous or evolving initiatives, ensuring requirements are validated, documented, and aligned to agreed delivery readiness standards.
• Map current-state and future-state business and system processes to identify functional gaps, dependencies, handoffs, and downstream impacts prior to development.
• Promote and educate on the use of standardized intake frameworks, ensuring every initiative enters the engineering pipeline with a clearly defined scope, explicit acceptance criteria, and established business priorities.
• Support the design of scalable, process-driven solutions across CRM, ERP, Customer Experience Portals, Lead-to-Cash, Field Service, and Revenue Management processes that improve operational efficiency, data consistency, and customer experience.
• Partner with developers, architects, and business stakeholders to evaluate solution options, clarify trade-offs, and ensure solutions are practical, scalable, and aligned to business needs.
• Support end-to-end solution quality by validating requirements, acceptance criteria, and delivered functionality through stakeholder review, sprint QA testing, and UAT activities.
• Proactively surface risks, inefficiencies, unclear ownership, and cross-functional dependencies early in the lifecycle to strengthen execution planning and reduce downstream delivery issues.
• Provide continuity of support across the deployment lifecycle, assisting stakeholders through User Acceptance Testing (UAT) and post-go-live hypercare.
• Establish and promote consistent intake, requirements, and documentation standards that improve delivery predictability and reduce rework.
• Identify opportunities to improve processes, documentation standards, operational efficiency, and delivery scalability.

Qualifications and experience

• Bachelor’s degree in Computer Science, Business Management, Information Management Systems, or a related field.
• 3+ years of experience in Business Systems Analysis, Product Owner, or hybrid BA/QA/Delivery roles within software delivery environments.
• Experience supporting CRM, ERP, or enterprise system implementations, with Salesforce experience highly desirable.
• Experience working closely with software development teams on system design, integrations, workflows, and dependencies
• Advanced proficiency in Lucidchart, Visio, or similar visual mapping platforms for complex data and workflow visualization.
• Practical experience using JIRA and Confluence for story management, backlog organization, and documentation
• Certifications & Development (Advantageous)
• Product Owner or product-oriented delivery experience strongly preferred.
• Agile/Scrum exposure or certification (CSM, Scrum Foundations)
• Interest in process improvement (Lean, Six Sigma, etc.)

About Coates

We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are led by a forward-thinking CEO who has demonstrated a true passion for people and making Coates a place where people genuinely enjoy working. Our growth plans enable a focus on providing rapid career advancement opportunities for our talent.

Together, we are creators, allowing us to make our purpose a reality – to create immersive brand experiences for everyone.

Join a Crew that Cares

Be part of a global team of talented, ambitious, creative people that value integrity, individuality and inclusivity. (Ask us about our Equality + Empowerment Initiatives).

The benefits include an annual market competitive bonus program and our “Thrive Program” which includes a suite of flexible work options because we’re strong believers that you should never miss an important life or work moment. Thrive also provides dedicated time to prioritize our health and wellbeing (think virtual Yoga or meditation sessions), a Global Wellness paid day off to recharge as well as a “Give Back Day” to allow our Crew an opportunity to make an impact in the community.

Be inspired To Be More

We skip the red tape and aim to always stay nimble. We’re proud of where we’ve been and are energized by where we’re going. We encourage ideas and perspectives because we know the more we have, the better we are. We work hard but have fun along the way. We push the boundaries but keep it real and authentic. We believe in the values that got us here are the ones that will continue to lead us forward. We are excited by what we’ve accomplished, but know the best is yet to come.

Coates Group is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national or ethnic origin, gender, religion, disability, age, political affiliation or belief, disabled veteran, veteran of the Vietnam Era, or citizenship status (except in those special circumstances permitted or mandated by law).