Key Responsibilities

Business & Systems Analysis

• Conduct business process mapping to analyze current-state operations, identify operational bottlenecks, and design future-state automated CRM workflows.
• Lead requirement gathering workshops with departmental stakeholders (Sales, Marketing, Support) to translate vague business needs into concrete, technical system requirements.
• Perform Gap Analysis on existing CRM functionalities against evolving business objectives to recommend strategic technology upgrades or third-party integrations.
• Define and document functional specifications, user stories, and comprehensive acceptance criteria for system enhancements.
• Design Data Models and schema mappings that align with broader enterprise architectures and reporting requirements.

CRM Architecture & System Administration

• Manage the complete lifecycle of the enterprise CRM platform (e.g., Salesforce, Microsoft Dynamics, HubSpot), including user access, custom objects, and custom permission sets.
• Design and configure complex workflow automations, validation rules, processes, and flows to streamline sales and marketing operations.
• Oversee API integrations between the CRM and third-party tools, ERP systems, billing systems, and external marketing databases.
• Troubleshoot and resolve advanced technical CRM platform bugs, system performance lags, and data sync errors.

Data Analytics & Business Intelligence

• Extract and model data from multiple internal systems to build interactive dashboards and operational reports using Business Intelligence tools (e.g., Tableau, Power BI) to track KPIs and support corporate decision-making.
• Conduct customer analytics such as lead funnel management, customer lifetime value modeling, and trend forecasting.
• Partner with business units to interpret analysis results and translate raw technical data into meaningful recommendations.

Data Governance & Security

• Enforce data governance policies to preserve data quality, clean duplicate records, and ensure uniform metadata standards.
• Safeguard system compliance with global and regional data protection regulations like GDPR, CCPA, or PDPA.
• Audit system access logs routinely to guarantee that sensitive customer financial and personal data remains highly secure.

Leadership & Collaboration

• Create training documentation and run educational workshops for end-users to maximize company-wide CRM feature adoption.
• Coordinate User Acceptance Testing (UAT) sessions, defining test scripts and ensuring system outputs match initial analysis requirements.
• Evaluate new technologies and run Proof of Concepts (PoCs) for emerging data analytics and CRM artificial intelligence tools.

Job Requirements & Qualifications

Education & Certifications

• Bachelor’s degree in Computer Science, Business Analytics, Information Systems, Data Science, or a closely related analytical field.
• Professional Certifications (Highly Preferred) on related field
• Certified CRM Administrator, or Data Analytics credentials (e.g., Freshsales, Power BI Data Analyst, Tableau Desktop Certified).

Experience

• Minimum of 5–7+ years of professional IT experience.
• At least 3+ years directly spent conducting business/systems analysis, managing enterprise CRM architecture, and building deep-dive data pipelines.
• Proven track record of leading software development lifecycle (SDLC) processes from initial analysis through deployment.

Technical & Analytical Skills

• CRM Platforms: Expert-level administration in Salesforce, Microsoft Dynamics 365, Merrito or Freshsales.
• BI & Visualization Tools: Hands-on dashboard creation experience in Power BI, Tableau, or Looker Studio.

Soft Skills

• Analytical Mindset: Exceptional problem-solving skills with a strict, methodical approach to system logic and business requirements.
• Stakeholder Management: Ability to manage expectations and confidently negotiate technical boundaries with non-technical business leaders.
• Communication: Clear verbal and written presentation skills to effectively document technical systems and pitch process modifications.

Scope of Work

• FreshSales Suite:

Build upon FreshSales Suite that is configured for HELP and together with HELP’s sales and marketing team would jointly support:

• Customization and Configuration: Configuring and customizing FreshSales Suite to meet the organization’s specific needs. This involves creating custom fields, and page layouts, defining picklist values, and setting up workflows and automation rules.
• Reports and Dashboards: Creating and maintaining reports and dashboards to provide actionable insights to the sales team and management. This involves designing custom reports and defining report types, to visualize key performance indicators (KPIs) and sales metrics.
• Training and Support: Provide training and support to FreshSales Suite users. We may conduct user training sessions, create documentation and training materials, and offer ongoing assistance to address user questions and issues.
• Email Marketing Campaigns: Configuring and managing email marketing campaigns within FreshSales Suite. This includes creating email templates, setting up email sends, managing subscriber lists, and monitoring email deliverability and performance.
• Marketing Automation: Designing and implementing marketing automation workflows and customer journeys. This involves creating automation workflows, defining triggers, setting up decision splits, and configuring personalized email and SMS communications.
• Data Management and Segmentation: Ensuring data integrity and cleanliness within FreshSales Suite. Admins are responsible for data import and export, data cleansing and de-duplication, and establishing data governance practices. They may also segment customer data based on demographics, behaviours, or other criteria to target specific marketing campaigns.
• User Management: Administering user accounts, permissions, and access levels within FreshSales Suite. This involves creating and managing user profiles, roles, and permission sets, as well as granting or revoking access to specific features and data.

• Zapier:

Zapier is currently used for:

• Automating leads from Facebook Ads, website and landing pages to CRM, whilst ensuring there is no duplicity during lead creation in the CRM.
• Automating event based data acquisition from CRM to Google Sheets, for multi touchpoint data

              Build workflow automations for HELP’s sales and marketing team, developing

• Workflow Maps:
  • Identify new points of inefficiency or areas that can benefit from automation.
  • Develop workflow diagram to visualize proposed Zapier integrations.
• Integration Design and Planning:
  • Design tailored Zapier integrations to automate identified workflows.
  • Create detailed plan for each integration, including triggers, actions, and conditions.
• Zap Creation and Configuration:
  • Build and configure Zaps according to the designed workflows.
  • Test Zaps to ensure they work correctly and efficiently.
• Error Handling and Troubleshooting:
  • Implement error handling within Zaps to manage any issues that arise.
  • Provide troubleshooting support to resolve problems with integrations.
• Optimization and Maintenance:
  • Monitor performance of Zaps and make necessary adjustments for optimization.
  • Provide ongoing maintenance and updates as needed to keep integrations running smoothly.

HELP BI Dashboard:

Tasks that would be performed for HELP BI Dashboard:

• Data Integrity Checks:
  • Regularly ensure the data extraction from Freshsales Suite to Skyvia is accurate.
  • Validate the data transformation process in Skyvia.
  • Perform data quality checks in Big Query.
• Dashboard Performance Monitoring:
  • Monitor and optimize the performance of SQL queries and scripts in Big Query.
  • Ensure the Looker Studio dashboard loads efficiently.
• Updates and Enhancements:
  • Implement updates to the data extraction and transformation processes.
  • Add new features or reports to the Looker Studio dashboard based on evolving requirements.
• User Support and Training:
  • Provide ongoing support to the university’s executive team for any issues or questions related to the dashboard.
  • Conduct periodic training sessions to help users fully utilize the dashboard features.
• Bug Fixes and Troubleshooting:
  • Identify and fix any bugs in the data extraction, transformation, or visualization processes.
  • Provide troubleshooting support for any issues that arise.
• Integration Management:
  • Maintain and manage integrations with Freshsales Suite, Skyvia, Big Query, and Looker Studio.
  • Ensure compatibility with any updates or changes in these tools.