Key Responsibilities:
Business Solution Architecture
• Translate complex, real-world business needs into scalable solution designs (contract lifecycle, seat fitment, renewals, customer onboarding, site visits, payments)
• Define workflows, data models, user journeys, and integration logic for core systems
• Lead development of BRDs, SOPs, test cases, UAT scenarios, and release notes.
Process Automation & Standardization
• Own and scale process automation across Sales, Finance, Customer Success, and Projects
• Build reusable workflow components (e.g., lead routing, fitment workflows, renewal reminders)
• Standardize handoffs and integrate touchpoints via APIs, Zapier, or native integrations
Cross-Functional Systems Governance
• Interface with Sales, Finance, Customer Success, Projects, and the CEO’s office to align system design with business objectives
• Facilitate UAT, business sign-off, and post-go-live feedback cycles
• Champion Jira/Confluence for structured documentation and governance
Dashboards & Business Intelligence
• Own the creation of the Dashboard Catalogue, Data Dictionary, and System Metadata
• Partner with stakeholders to define actionable KPIs (e.g., occupancy, churn, pipeline velocity)
• Ensure data integrity and create feedback loops for decision-making dashboards
Application & Integration Ownership
• Oversee business configuration of Zoho Suite, HubSpot, Exotel, ERP, and internal apps
• Maintain a full Integration Inventory and ensure seamless API/middleware workflows
• Recommend upgrades, system enhancements, and build-vs-buy decisions
Operational Reliability
• Manage IT asset inventory, SaaS license lifecycle, and hardware/software allocation
• Define and track SLAs, response time, and change management protocols
• Lead Tier-1 support and manage escalation to Tier-2 dev team
Must-Have Qualifications
• 10+ years of experience in implementing and supporting business applications in high-growth or tech-led service organizations.
• Strong experience in designing scalable CRM/ERP workflows across Sales, Finance, and Customer Ops.
• Proven track record with BRDs, test planning, UAT, and Agile/Waterfall hybrids.
• Hands-on with tools like Zoho, HubSpot, Exotel, Jira, Confluence, Zapier/API integrations.
• Excellent stakeholder engagement, documentation, and change management skills.
Preferred Qualifications
• MBA or PGDM in Business Systems or Technology Management
• Certified ScrumMaster / PMP / ITIL
• Experience with BI platforms like Power BI or Apache Superset
• Exposure to Data Warehousing, semantic data modeling, or knowledge graphs
• Background in PropTech, B2B SaaS, coworking/managed spaces, or consulting
Core Competencies
• Strategic problem-solving with business-first thinking
• End-to-end process ownership and system thinking
• Cross-functional communication and negotiation
• Documentation discipline and SDLC governance
• Passion for structured execution in a fast-moving environment