Business Analyst

Overview About Business Unit: Relied upon by leaders, associates and various verticals within Epsilon, the Finance team plays a key role in shaping our outcome-focused business culture. They devise solutions and provide insights that help keep our business on track, by collaborating and communicating with other teams. Empowered with an excellent ERP and forecasting system, this team of trusted partners support Epsilon India’s day-to-day requirements and long-term business goals. How You’ll Make an Impact: As a CRM Business Analyst, you will be a key member of the CRM Product & Data Operations team, supporting the Director in managing and continuously improving the company's CRM platform. You will serve as an important connection point between business users, the CRM team, and technical/development resources. A significant part of your role will be understanding what the business needs, translating those needs into clear requirements, managing the pipeline of issues and enhancements, coordinating testing, and helping ensure that changes are delivered accurately and efficiently. You will also become a knowledgeable resource on how the CRM is configured and used across the organization. You will research questions about system functionality, data, business rules, field usage, security, and user access, helping the team understand what the system is doing today and why. In addition to your core CRM responsibilities, you will support data-quality and cleanup initiatives and provide analytical and operational support to the broader Revenue Operations team as needed. Click here to view how Epsilon transforms marketing with 1 View, 1 Vision and 1 Voice. Responsibilities Business Requirements & Analysis Collaborate with business partners to understand their needs, problems, and desired outcomes. Conduct requirements-gathering sessions and translate business needs into clear, actionable requirements. Document business requirements, process flows, use cases, acceptance criteria, and expected outcomes. Ask the right questions to ensure requirements are complete, well understood, and aligned to the intended business process. Work with the Director to evaluate requests and determine appropriate solutions and priorities. Translate business requirements into clear documentation for technical and development teams. Help find opportunities to improve existing processes rather than simply replicating inefficient processes in the CRM. Maintain clear documentation of requirements and decisions throughout the development lifecycle. Issue & Enhancement Management Own the day-to-day management of the CRM issue and enhancement log/backlog. Capture, document, categorize, and track CRM issues, requests, enhancements, and defects. Ensure requests contain sufficient information for the CRM/development team to investigate and act upon them. Work with business users to clarify issues and determine expected versus actual system behavior. Research and investigate issues to determine root causes and potential solutions. Maintain accurate status, ownership, priority, dependencies, and next steps for open items. Coordinate with technical/development teams to track issues through resolution. Call out significant issues, risks, or competing priorities to the Director. Provide regular updates on open issues and enhancements to relevant partners. Help identify recurring issues and opportunities for permanent process or system improvements. Testing & Quality Assurance Lead or coordinate user acceptance testing (UAT) for CRM enhancements, fixes, integrations, and other system changes. Develop test plans, test scenarios, test scripts, and acceptance criteria based on business requirements. Coordinate testing with business users and domain experts. Execute testing and document results, defects, and required changes. Work with development resources to troubleshoot and resolve identified issues. Conduct regression testing when appropriate to ensure changes do not negatively impact existing functionality. Validate that completed enhancements meet the original business requirements before recommending release. Maintain clear documentation of testing results and business sign-off. Help establish and improve the team's overall testing and release-management processes. CRM Research & System Knowledge Become a knowledgeable resource on the CRM's configuration, functionality, data, workflows, and business processes. Research questions about how the system works today, including fields, objects, workflows, automation, calculations, integrations, and dependencies. Investigate how specific fields are being used and by which teams, reports, processes, or applications. Research and document who has access to what within the CRM, including user roles, profiles, permissions, security groups, and other relevant access controls. Investigate questions related to user access, data visibility, record ownership, and security. Help determine whether observed system behavior is working as designed or represents a defect or configuration issue. Partner with the Director to maintain institutional knowledge of the CRM and ensure important findings are documented. Help maintain documentation of key system functionality, business rules, and processes. Data Quality & Cleanup Support ongoing CRM data-quality initiatives and cleanup activities. Identify incomplete, inaccurate, duplicate, or inconsistent CRM data. Research the source and root cause of data-quality issues. Implement or coordinate data cleanup activities in accordance with established governance and controls. Validate data before and after cleanup activities. Help identify patterns in data-quality issues and recommend process or system changes to prevent recurrence. Support development and maintenance of data-quality reports and monitoring processes. Partner with other team members responsible for CRM reporting and data management. Team Support & Operational Excellence Provide day-to-day support to