Lead Business Analyst
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Job Location:
Monthly Salary:
Posted on:
9 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Description
We are seeking a highly skilled Business Analyst to join our dynamic this pivotal role you will leverage your analytical prowess to drive strategic initiatives and optimize operational efficiencies across the organization. As a Business Analyst you will serve as a key liaison between various stakeholders ensuring that business needs are accurately captured and translated into actionable solutions. You will play a critical role in the development and implementation of data-driven strategies that align with our organizational goals.
Roles & Responsibilities:
Develop and implement regular reporting of KPIs for Customer Support performance metrics
Drive solutions with the Customer Support Operations and Enablement teams to improve customer experience & drive customer retention.
Operate autonomously within the team driving informed decisions with accountability; contributing effectively to the teams overall goals
Create maintain and present documentation including: SOPs rules of engagement and process workflows to ensure adherence to internal policies
Proactively define and execute projects spanning systems data management and business process automation to improve operational efficiency reduce errors and minimize wasted cycles
Manage global stakeholder communication across multiple lines of business/time zones by establishing clear communication channels.
Encourage stakeholders to think big in developing or redesigning processes and systems that can create transformational business impact
Qualifications :
5 years of relevant work experience
Must have familiarity with database technologies and tools (SQL/R/PYTHON etc.) data transformation and processing
MBA from a top-tier college or a Bachelors degree from a top-tier university with relevant work experience
Strong data background with skills to effectively collect analyze interpret and leverage data to drive decision-making
Track record of developing and managing complex data projects with multiple stakeholders successfully
Ability to work on data and make key choices based on the business context
Work experience in the Software and SaaS industries is a plus
Passion for technology and for pushing new concepts products and services
Strong bias toward collaboration and ability to work effectively in a cross-functional & dispersed team
Positive attitude self-starter and high emotional intelligence (EQ)
Excellent interpersonal skills and ability to drive consensus with internal and external stakeholders
Experience with a visualization tool such as Tableau Spotfire Power BI etc.
Additional Information :
At Freshworks we have fostered an environment that enables everyone to find their true potential purpose and passion welcoming colleagues of all backgrounds genders sexual orientations religions and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant richer environment that boosts the goals of our employees communities and business. Fresh vision. Real impact. Come build it with us.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- SQL
- Agile
- Business Analysis
- Visio
- Waterfall
- Business Process Modeling
- Requirements Gathering
- User Acceptance Testing
- Business requirements
- SDLC
- Systems Analysis
- Data Analysis Skills
About Company
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, Freshwork ... View more
