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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 the Director and broader CRM Product & Data Operations team. Support reporting, analysis, documentation, data cleanup, and other operational priorities as needed. Assist with CRM-related projects and special initiatives. Help prepare analysis and materials for business partners and leadership. Document processes and develop training materials or user guidance when needed. Serve as a flexible resource who can shift priorities as business needs change. Look for opportunities to automate, simplify, and improve recurring operational processes. Contribute to a culture of strong customer service, accountability, and continuous improvement. Stakeholder Partnership Build strong working relationships with Sales, Revenue Operations, Finance, IT, and other CRM partners. Serve as a trusted point of contact for business users with CRM questions or issues. Communicate clearly with both technical and non-technical audiences. Set appropriate expectations with partners regarding timing, dependencies, and resolution of issues. Help facilitate conversations between business users and technical/development resources. Raise issues appropriately while maintaining ownership of the problem through resolution. Qualifications Who You Are: A strong business analyst who enjoys understanding how a business works and how technology can make it work better. Naturally curious and willing to dig into a system to find answers rather than simply accepting that something "can't be done." Highly organized and comfortable managing multiple issues, enhancements, projects, and competing priorities simultaneously. A strong problem solver who can investigate an issue, identify root causes, and communicate findings clearly. Detail oriented, particularly when it comes to requirements, testing, data, and system configuration. Comfortable working with both business partners and technical/development teams. Someone who takes ownership of issues and follows them through to resolution. Good communicator who can ask good questions and translate complex information into simple explanations. Comfortable operating in an environment where priorities change and the team needs people who are willing to pitch in. Interested in developing deep expertise in CRM technology, business processes, data, and operations. What You’ll Bring With You: 3–6 years of experience in business analysis, CRM, Sales Operations, Revenue Operations, Business Systems, or a related field. Experience gathering and documenting business requirements. Experience managing issues, enhancements, tickets, or product backlogs. Experience developing and accomplishing test plans, test cases, and UAT. Experience working with Salesforce or another enterprise CRM platform. Strong analytical and problem-solving skills. Strong organizational and project-management skills. Experience working with business and technical teams. Ability to research and understand system configuration, workflows, data relationships, and user access. Strong Excel/data-analysis skills. Excellent written and verbal communication skills. Bachelor's degree or equivalent experience in Business, Information Technology, Computer Science, or a related field preferred. Why You Might Stand Out From Other Talent: Strong Salesforce experience, particularly with understanding configuration, security, workflows, objects, fields, and reporting. Experience with Microsoft Dynamics in addition to Salesforce. Experience supporting a CRM implementation, migration, or transformation. Experience working as a CRM Business Analyst, Product Owner, or Business Systems Analyst. Experience with CRM issue/enhancement management and backlog prioritization. Experience leading UAT for CRM implementations or major enhancements. Experience researching Salesforce security, profiles, roles, permission sets, sharing rules, and user access. Experience with CRM data-quality and data-cleanup initiatives. Experience working with CRM integrations and understanding upstream/downstream data dependencies. Experience working with Sales or Revenue Operations processes. Experience in a global organization with distributed business and technical teams. Experience with Agile development methodologies and tools such as Jira or similar platforms. Additional Information Epsilon is a global data, technology and services company that powers the marketing and advertising ecosystem. For decades, we’ve provided marketers from the world’s leading brands the data, technology and services they need to engage consumers with 1 View, 1 Vision and 1 Voice. 1 View of their universe of potential buyers. 1 Vision for engaging each individual. And 1 Voice to harmonize engagement across paid, owned and earned channels. Epsilon’s comprehensive portfolio of capabilities across our suite of digital media, messaging and loyalty solutions bridge the divide between marketing and advertising technology. We process 400+ billion consumer actions each day using advanced AI and hold many patents of proprietary technology, including real-time modeling languages and consumer privacy advancements. Thanks to the work of every employee, Epsilon has been consistently recognized as industry-leading by Forrester, Adweek and the MRC. Epsilon is a global company with more than 9,000 employees around the world. Our pillars aren't just words. They're how we show up every day. People centricity: We focus on employee well-being in an environment where colleagues truly care about each other. Collaboration: We work together, support one another, and collectively achieve goals. Growth: There are endless opportunities for growth through learning, development and career advancement. Innovation: We drive progress through cutting-edge solutions and forward-thinking approaches. Flexibility: We’ve created a balance between work and personal life, and we encourage adaptability to solve problems creatively. Our values guide us to create value for our clients, our people and consumers. Act with integrity Work together to win together Innovate with purpose Respect all voices Empower with accountability These pillars and values are our foundation—shaping our culture, guiding our decisions, and uniting us in common purpose. Epsilon is an Equal Opportunity Employer. Epsilon is committed to promoting diversity, inclusion, and equal employment opportunities by using reasonable efforts to attract, recruit, engage and retain qualified individuals of all ethnicities and backgrounds, including, but not limited to, women, people of color, LGBTQ individuals, people with disabilities and any other underrepresented groups, traits or characteristics.
