Business System Analyst

Company Description

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end-user. More than 50,000 companies -- from startups to public companies -- around the world use Freshworks software-as-a-service to enable a better customer experience (CRM) and employee experience (ITSM, HRSM).Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers, including American Express, Sony, Vice Media, TaylorMade, Sotheby’s, Stitchfix, OfficeMax, Multichoice, Delivery Hero, ITV, and Klarna.Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).

Job Description

As a Business System Analyst at Freshworks, you will be an integral part of our ESM team,
focusing on handling service requests and incidents. This role offers a fantastic opportunity for a dynamic individual to kickstart their career in the exciting world of Enterprise Service
Management and learn Freshervice product features to increase efficiency including exposure to internal AI tools

Responsibilities:
Service Request Management:
● Receive and process service requests promptly and efficiently.
● Collaborate with team members to ensure timely resolution of service-related issues.
● Maintain accurate documentation of service request workflows and resolutions
Incident Handling:
● Respond to incidents reported by users, providing initial analysis and diagnosis.
● Escalate incidents to senior team members or appropriate teams when necessary.
● Work towards swift incident resolution to minimize business impact.
Communication and Collaboration:
● Communicate effectively with end-users to gather necessary information for incident
resolution.
● Collaborate with cross-functional teams to ensure a smooth flow of information and quick
issue resolution.
Documentation:
● Maintain detailed documentation of incident reports and resolutions.
● Contribute to the creation and improvement of standard operating procedures.
Continuous Learning:
● Stay updated on industry best practices and emerging trends in Enterprise Service
Management and Freshservice features
● Actively participate in training programs and skill development sessions.

Qualifications

● Bachelor's degree in IT, Computer Science, or a related field.
● Strong passion for IT service management and incident resolution.
● Excellent communication skills, both verbal and written.
● Ability to learn quickly and adapt to a fast-paced environment.
● Basic understanding of ITIL framework is a plus.

Additional Information

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.