Zoho Implementation Business Analyst

Описание

 CRM Manager / Zoho Implementation Business Analyst

(with growth to Customer Experience Manager)

About Nova Global

Nova Global is building a world-class digital delivery service for private customers and e-commerce. As an international logistics company, we continuously scale our operations, systems, and customer experience.

We are looking for a specialist who can transform a «boxed» Zoho One solution into a powerful, scalable ecosystem aligned with Nova Global’s ambitions. In this role, you will act as a bridge between business teams (sales, logistics, customer support, finance) and technical implementation.

After the stabilization of core systems, this role offers a clear growth path into a Customer Experience Manager (CEM) position within an international company.

Role Mission

To design, implement, and evolve end-to-end business processes using Zoho CRM and related tools — not by simply configuring fields, but by building integrated workflows that automate the customer and shipment journey from first contact to analytics and reporting.

Key Responsibilities

Discovery & Process Design

Conduct interviews and discovery sessions with internal stakeholders (divisions, departments, customer support)

Document and design To-Be business processes

Translate business needs into structured technical tasks and implementation plans

Zoho Customization & Implementation

Deep configuration of Zoho CRM and related Zoho applications to support international logistics processes

Design data models, workflows, statuses, permissions, and validations aligned with business logic

Ensure consistency, scalability, and governance of CRM structures

Automation & Scripting

Develop and maintain Deluge scripts to automate routine operations and cross-module interactions

Implement workflow logic, triggers, and system rules to reduce manual work and errors

Data Integration & Analytics

Configure integrations between Zoho and internal systems using Zoho Flow and APIs

Support analytics and reporting logic to enable operational and management insights

Delivery & Enablement

Coordinate implementation with internal teams

Support testing (UAT), system rollout, and user enablement

Prepare basic process documentation and SOPs

Customer Experience Evolution (Growth Stage)

Gradual transition from internal process optimization to customer experience management

Analysis of customer data, service performance, and feedback

Ownership of CX-related improvements and metrics in collaboration with Sales and Marketing

Requirements

Professional Background

3 + years of experience as a Business Analyst, CRM Manager, Implementation Specialist, or similar role

Experience in business process analysis and system implementation (CRM / SaaS solutions)

Ability to translate business needs into practical, scalable system solutions

General understanding of business processes

Zoho & Technical Skills

Excellent hands-on experience with Zoho CRM

Strong experience in system configuration and customization

Ability to design data models (modules, fields, relationships, statuses, permissions)

Experience with automation and scripting using Deluge

Experience with integrations via Zoho Flow and APIs

Practical understanding of analytics and reporting within CRM ecosystems

Tools

Experience working with Jira and Confluence

Languages

Ukrainian — fluent (mandatory for internal communication)

English — Intermediate+ (documentation, written communication, basic discussions)

Nice to Have

Experience in logistics or e-commerce companies

Experience with Zoho Creator for building internal applications

Understanding of REST API architecture

What We Offer

Work in an international company with global operations

Official employment and transparent cooperation terms

Professional, supportive team environment

Clear career growth path from CRM implementation to CX leadership

Medical insurance

Paid professional training and English language courses

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