: Business Analyst Process, Product & Customer Operations

Location: Mohan Esate

Working Days: 5 days working Hours : 10 AM to 7 PM

Position Title

Business Analyst Process, Product & Customer Operations

Experience Required

5+ years of relevant experience

Role Overview

We are looking for a mature, practical, and execution-focused Business Analyst who can work across internal business processes, product requirements, customer workflows, CRM/system improvements, and data-driven business analysis.

The ideal candidate should not be limited to documentation only. We need someone who can understand real business problems, identify process gaps, gather requirements, prepare clear documentation, coordinate with product/development/QA teams, and help convert business needs into working solutions.

This role will work closely with leadership, product teams, development teams, QA teams, operations, sales, customer service, digital marketing, and other internal departments.

Key Responsibilities

1. Business Process Analysis

- Study existing internal processes across departments.
- Identify gaps, delays, ownership issues, reporting gaps, and process failures.
- Suggest improved workflows, SOPs, trackers, dashboards, and automation opportunities.
- Analyze why repeated issues are happening and recommend preventive solutions.
- Work on internal process improvements for departments such as product, sales, support, recruitment, operations, and customer service.

1. Product and Software Requirement Gathering

- Gather requirements from internal stakeholders, customers, and leadership.
- Convert business requirements into explicit product/software requirements.
- Prepare BRD, FRD, user stories, use cases, acceptance criteria, and process flow documents.
- Coordinate with product managers, developers, and QA teams to ensure requirements are understood properly.
- Clarify doubts during development and testing.
- Support UAT and ensure final output matches the original requirement.

1. CRM and System Workflow Analysis

- Review CRM/internal system usage and identify improvement areas.
- Analyze lead flow, customer journey, task ownership, ticketing flow, follow-up stages, and reporting visibility.
- Recommend better system fields, dashboards, reports, alerts, and automation.
- Ensure business teams have proper visibility through structured system/process improvements.

1. Data and Reporting Analysis

- Analyze business data to identify trends, delays, productivity gaps,



and operational losses.
- Prepare reports and insights for leadership.
- Work with Excel/Google Sheets and dashboards to support business decisions.
- Track process performance, SLA gaps, customer issues, ticket delays, and department-level productivity.
- Knowledge of Power BI, Looker Studio, SQL, or dashboard tools will be an added advantage.

1. Customer and Operations Requirement Analysis

- Understand customer-side processes and identify weak points in customer experience.
- Analyze issues related to onboarding, support, service delivery, follow-ups, escalations, and product usage.
- Work with internal teams to improve customer-facing workflows and system requirements.
- Document customer requirements clearly for product or operational improvements.

1. Root Cause Analysis and Problem Solving

- Investigate operational issues deeply instead of only reporting the issue.
- Identify the root cause, responsible process gap, missing control, or missing system alert.
- Recommend corrective and preventive actions.
- Ensure the same issue does not repeat by proposing process, system, or ownership changes.

1. Cross-Functional Coordination

- Coordinate with leadership, product, development, QA, sales, support, operations, SEO/digital marketing, and other teams.
- Follow up on requirement clarification, approvals, testing, and implementation status.
- Ensure all stakeholders are aligned on scope, timelines, and expected outcomes.
- Communicate clearly and professionally with internal teams and customers where required.

Required Skills
- Strong understanding of business processes and workflow analysis.
- Experience in product/software requirement gathering.
- Ability to prepare BRD, FRD, user stories, use cases, process flows, and acceptance criteria.
- Strong Excel / Google Sheets skills.
- Good analytical and problem-solving mindset.
- Understanding of CRM, ticketing systems, dashboards, and reporting structures.
- Ability to identify process gaps and suggest practical improvements.
- Strong written and verbal communication.
- Ability to coordinate with multiple teams.




- Good follow-up and ownership mindset.
- Comfortable working directly with leadership.
- Ability to work with incomplete information and bring structure to unclear problems.

Good to Have Skills
- Experience with SaaS/product-based companies.
- Experience with CRM/ERP implementation or improvement.
- Knowledge of Jira, ClickUp, Asana, Trello, or similar project tools.
- Basic understanding of QA/UAT process.
- Power BI, Looker Studio, SQL, or data dashboard experience.
- Basic wireframing or Figma understanding.
- Experience in customer journey mapping.
- Experience in operations/process improvement.

Preferred Background Candidates from the following backgrounds will be preferred:
- SaaS company
- IT services company
- Product-based company
- CRM/ERP implementation company
- Business operations/process improvement role
- PMO/business analysis role
- Customer operations with software/product exposure
- Startup or mid-size company environment

Candidate Personality Fit The ideal candidate should be:
- Practical and execution-focused
- Detail-oriented
- Strong in follow-up
- Comfortable asking questions
- Able to identify gaps independently
- Able to create structure from confusion
- Good at documentation and communication
- Comfortable working across departments
- Not dependent on excessive hand-holding
- Able to challenge weak processes professionally
- Focused on solving business problems, not only preparing documents

What We Do Not Want We are not looking for someone who only prepares documentation without understanding the actual business problem.

We are also not looking for a candidate who waits for perfect instructions every time. The person should be able to investigate, ask the right questions, document clearly, and suggest practical solutions.

Summary of Requirement

We need a Business Analyst with 5+ years of relevant experience in business process analysis, product/software requirement gathering, CRM/system workflows, data-driven reporting, and cross-functional coordination.

The candidate should be capable of analyzing internal process gaps, documenting business and product requirements, coordinating with development/QA/product teams, and supporting customer-facing process improvements.

The person should be practical, analytical, detail-oriented, and able to work closely with leadership to improve business execution and system/process efficiency.

📌 Business Analyst - Process, Product & Customer Operations (New Delhi)
🏢 Rhysley
📍 New Delhi