Lead Business Systems Analyst - CLM & Salesforce

Via Licensing Corporation; Bengaluru; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Dolby seeks a Lead BSA for its Enterprise Applications team to drive and optimize CLM, CRM, document management, and BI across legal, compliance, licensing, sales, and customer support. You will guide SDLC activities and shape strategic roadmaps for enterprise systems while mentoring junior analysts.

Strong Salesforce/CLM experience is required, with enterprise project management capability and excellent stakeholder communication. The role supports global operations across time zones.

Qualifications

• Minimum of 8 years in information management; at least 6 years as a BSA focusing on CRM & CLM.
• Extensive Salesforce experience, especially for legal/compliance functions.
• Proven CLM implementation and support experience (Conga CLM, DocuSign).
• Familiarity with BI tools and data analytics.
• Experience with Salesforce Sales, Service & Experience Clouds.
• Experience integrating AI-driven solutions into legal processes.
• Experience with SQL and database query development a plus.
• Strong project management, scoping, timelines, and stakeholder communication.
• Excellent organizational and cross-system coordination skills.
• Salesforce and PM certifications are a plus.

Responsibilities

• Champion CLM, CRM, document management, and BI applications across departments.
• Lead SDLC activities: requirements, design, testing, training, support, and improvement.
• Adapt to project demands by wearing multiple hats and supporting roles such as business analyst, solution designer and project manager.
• Document business processes using MS Visio, Miro, and other modeling tools and refine processes for efficiency.
• Facilitate business process review meetings with SMEs to optimize efficiency.
• Gather and define functionality, usability, reliability, and performance requirements for system implementation and enhancements.
• Translate business requirements into application functionality and communicate with development teams.
• Create high-level functional designs mapped to requirements and convey them to technical teams.
• Mentor junior team members and contractors, fostering their development.
• Document and execute test plans for system, performance, and user acceptance testing.
• Analyze and prioritize defects and enhancements, participating in change management.
• Develop mixed-media training materials and deliver training to super-users.
• Manage projects involving system implementations, upgrades, and process improvements; set timelines and priorities.
• Assist team members with project estimates and detailed work plans.
• Help shape strategic roadmaps for one or more business systems.
• Maintain professional interactions with stakeholders to ensure smooth operations.

Skills

CRM & CLM

Salesforce

BI & analytics

SQL

Project management

Stakeholder communication

AI in legal

Documentation & modeling

Education

BS/BA in Information Management Systems or related field

Tools

Salesforce

Conga CLM

DocuSign

BI tools

SQL

Job description

As a Lead BSA on the Enterprise Applications team at Dolby, you will be pivotal in supporting and enhancing software systems across various business functions, including legal, compliance, licensing, sales, and customer support. Your role encompasses managing applications such as contract lifecycle management (CLM), customer relationship management (CRM), document management, customer support, and business intelligence (BI). You will be responsible for the functional deliverables throughout the Software Development Life Cycle (SDLC) and play a strategic role in the implementation and enhancement of enterprise systems. This position demands collaboration with IT and business stakeholders, mentoring junior team members, and shaping the strategic roadmap for enterprise applications. We are seeking candidates who can thrive in a dynamic environment. Demonstrating versatility and a proactive approach to problem-solving is essential.

Essential Job Functions

• Champion one or more functional areas or applications supporting contracts, compliance, licensing, sales, and customer support operations. Key systems include CLM, CRM (Salesforce), document management, and BI applications.
• Handle all SDLC phases including requirements gathering, process reengineering, functional design, testing, training, support, and continuous improvement.
• Adapt to project demands by wearing multiple hats, seamlessly shifting between roles such as business analyst, solution designer and project manager as needed.
• Document business processes using tools such as MS Visio, Miro and/or other modeling applications and refine processes to maximize efficiency.
• Facilitate business process review meetings with subject matter experts to optimize efficiency.
• Gather and define functionality, usability, reliability, and performance requirements in collaboration with users for system implementation and enhancements.
• Translate business requirements into application functionality, deciding when to advocate and when to compromise to reach mutually acceptable solutions.
• Create high-level functional designs mapped to business or architectural requirements, communicating these to technical development teams.
• Mentor and lead junior team members, including business systems analysts and contractors, fostering their development.
• Document and execute system, performance, and user-acceptance test plans ensuring system changes are error‑free and meet approved requirements and designs.
• Analyze and prioritize application defects and enhancements, participating in change management processes.
• Develop mixed‑media training materials and deliver training to super‑users, ensuring they are well‑equipped to use the systems.
• Manage projects involving system implementations, upgrades, and process improvements, setting project timelines and priorities.
• Assist project team members with project estimates and detailed work plans.
• Help shape and implement strategic roadmaps for one or more business systems.
• Maintain professional, diplomatic interactions with stakeholders to ensure smooth and efficient operation of business information systems.
• Communicate effectively through written correspondence, technical consultations, and meetings.
• Perform duties as assigned by immediate supervisor or any member of the Dolby management team, subject to approval by direct manager and/or departmental VP.
• Flexible to work extended hours and consistently provide coverage through 12:00 PM Pacific Time to support global stakeholders across time zones.

Education, Skills, Abilities, and Experience Required

• Education: BS/BA in Information Management Systems or related field, or equivalent work experience.
• Experience:
  • Minimum of 8 years in information management, with at least 6 years as a business systems analyst specializing in CRM & CLM
  • Extensive experience with Salesforce, particularly in managing and enhancing for legal and compliance functions.
  • Proven expertise in implementing and supporting CLM systems, such as Conga CLM, DocuSign, and other workflow automation tools
  • Familiarity with BI tools and data analytics to derive actionable insights from complex data sets.
  • Extensive knowledge and experience in Salesforce (Sales, Service & Experience Clouds), Conga CLM & DocuSign
  • Experience with integrating AI-driven solutions into legal processes.
  • Experience with SQL and database query development is a plus.
  • Strong project management capabilities, including defining project scope, establishing timelines, coordinating resources, communicating status, and ensuring successful delivery.
  • Exceptional organizational skills with a talent for structuring information and processes logically and efficiently.
  • Proficiency in handling multiple responsibilities across different systems and projects
  • Outstanding written and verbal communication skills, with the ability to engage effectively with senior executives and a diverse range of stakeholders.
  • Salesforce and project management certifications are a plus