Senior Business Analyst - CRM Platform

Overview

We are seeking a seasoned Senior Business Analyst with deep expertise in CRM platforms to drive business process optimization, data-driven decision-making, and customer lifecycle improvements.

The ideal candidate will bring strong analytical skills, stakeholder management experience, and a solid understanding of CRM systems, preferably within the education or edtech ecosystem.

Key Responsibilities

CRM & Business Analysis :

• Lead end-to-end business analysis for CRM initiatives, including requirements gathering, process mapping, solution design, and implementation support
• Act as the functional expert for CRM platforms (e.g., Salesforce, Microsoft Dynamics, HubSpot, Zoho, or similar)
• Translate business needs into functional specifications, user stories, and acceptance criteria
• Partner with technical teams to ensure CRM configurations align with business objectives.
  
  

• Collaborate with senior stakeholders across Sales, Marketing, Admissions, Student Services, and Operations
• Conduct workshops, interviews, and walkthroughs to capture and validate requirements
• Identify gaps, inefficiencies, and improvement opportunities across customer/student journeys.
  
  

• Define and track CRM KPIs, dashboards, and reports to support leadership decision-making
• Analyze customer/student data to identify trends related to acquisition, engagement, retention, and conversions
• Support data governance, data quality, and CRM best practices.
  
  

• Analyze and optimize student lifecycle processes such as lead management, admissions, onboarding, engagement, and alumni relations
• Support CRM use cases specific to education: enrollment funnels, counselor productivity, cohort tracking, and student success metrics.
  
  

• Support UAT, training, and change adoption for CRM rollouts and enhancements
• Mentor junior analysts and contribute to BA best practices and documentation standards.
  
  

• ~10 years of experience as a Business Analyst, with at least 5+ years working extensively on CRM systems
• Proven experience delivering large-scale CRM implementations or enhancements
• Bachelors degree in Business, Information Systems, Engineering, or a related field
• Experience in education, edtech, or training organizations is strongly preferred.
  
  

• Strong hands-on experience with CRM platforms (Salesforce, Dynamics, HubSpot, Zoho, etc.)
• Expertise in requirements documentation, process modeling (BPMN, flowcharts), and user stories
• Strong understanding of CRM data models, workflows, integrations, and reporting
• Experience with SQL, dashboards, or BI tools is a plus.
  
  

• Excellent stakeholder management and communication skills
• Strong problem-solving and analytical thinking
• Ability to work independently and lead discussions with senior leadership
• Comfortable operating in fast-paced, cross-functional environments.
  
  

• CRM certifications (Salesforce BA/Admin, Dynamics, HubSpot, etc.)
• Experience working in Agile/Scrum environments
• Exposure to marketing automation or student engagement tools
• Prior experience mentoring or leading BA teams
  
  

(ref:hirist.tech)