IT Sr Business Systems Operations Analyst - Sales Pipeline & CRM

As an IT Business Systems Operations Analyst, you’ll get to serve as a strategic partner to our Sales organization. You’ll focus on understanding our end‑to‑end sales process, translating business needs into clear functional requirements, and drive process improvements. The ideal candidate will have worked closely with an organization’s sales process and understand the right questions to ask, complex business workflows, and communication of all requirements with clarity and precision.

This is not a technical implementation role; rather, it is a business partnership role with a technology lens – so the selected candidate will be crucial to our Sales organization’s success!

• Partner closely with Sales leadership and frontline team members to develop a thorough understanding of current sales pipeline stages, workflows, handoffs, and pain points.
• Map end‑to‑end sales processes, from lead generation through close, documenting current‑state and desired future‑state workflows with clarity and detail.
• Perform analysis on sales data to understand the sales process and use this analysis to support or help manage changes in the sales organization.
• Identify gaps, redundancies, and friction points in existing processes and translate findings into actionable improvement opportunities.
• Facilitate working sessions and interviews with stakeholders to surface business requirements, validate assumptions, and build alignment across teams.
• Capture and document clear, well‑structured functional requirements that reflect stakeholder needs and serve as the authoritative source for system or process changes.
• Develop business process documentation including process maps, workflow diagrams, use cases, and user stories that can be understood by both business and technical audiences.
• Maintain requirements backlog and ensure documentation is kept current as business needs evolve.
• Define acceptance criteria for new capabilities, ensuring requirements are testable and tied to measurable business outcomes.
• Serve as an embedded business partner to the Sales team, developing a deep understanding of pipeline health, conversion metrics, forecast accuracy, and deal management practices.
• Proactively identify opportunities to improve pipeline visibility, data quality, and reporting through process or tooling enhancements.
• Translate Sales team feedback and requests into structured requirements that can be prioritized and acted upon by IT or operations.
• Support the design and adoption of pipeline management standards, including stage definitions, field usage guidelines, and data entry expectations.
• Act as the business‑side liaison for CRM‑related initiatives, ensuring technology enhancements are grounded in real business needs and clearly specified before development or configuration begins.
• Evaluate CRM workflows, automation, and reporting capabilities against business requirements, recommending changes that improve usability and adoption.
• Coordinate user acceptance testing (UAT) for CRM updates, including defining test scenarios, coordinating testers, and tracking resolution of issues identified during testing.
• Experience with Hub Spot is a plus. Experience with other Enterprise Sales Platform required.
• Communicate clearly and regularly with business stakeholders, IT teams, and leadership on project progress, decisions, dependencies, and risks.
• Prepare and deliver business‑facing communications for process or system changes, including release notes, training materials, and standard operating procedures.
• Support change management efforts, helping teams understand and adopt new processes or tools with minimal disruption.
• Bring structure and clarity to ambiguous situations, helping stakeholders move from "we have a problem" to "here is what we need."

• 7+ years of experience in a Business Analyst, process improvement, or similar role with direct exposure to sales or revenue operations.
• Hands‑on experience working with sales funnels, including a solid understanding of funnel stages, lead qualification, conversion metrics, pipeline velocity, and how deals progress from prospect to close.
• Demonstrated ability to identify funnel…