Business Analyst - Channel

Job Title: Business Analyst - Channel

Function: Digital Innovation & Technology

Location: Powai, Mumbai

About the Role

We are seeking a highly motivated and technically proficient professional to lead the digitalization and continuous improvement of Channel Partner processes. The role will serve as the Point of Contact (SPOC) for all Channel Partner applications and digital processes managed by the Digital Innovation team.

The incumbent will be responsible for ensuring seamless operation of existing digital platforms, driving process automation, managing change requests, coordinating with technology partners and vendors, supporting business users, and delivering actionable analytics to enhance channel efficiency and business performance.

Key Responsibilities

1. Digital Process Ownership & Application Management

• Act as the SPOC for all Channel Partner digital applications and processes.
• Ensure uninterrupted functioning and adoption of existing digital platforms.
• Monitor application performance, usage, data quality, and process compliance.
• Drive process automation initiatives to improve operational efficiency and user experience.
• Ensure appropriate quality checks and governance mechanisms are in place.

1. Data Governance & System Integration

• Ensure Channel Partners have seamless access to all relevant application functionalities.
• Maintain data consistency and synchronization across integrated systems including:
• Salesforce (SFDC)
• SAP
• Dealer Management System (DMS)
• Monitor interfaces and identify issues impacting data accuracy or business continuity.

1. Business Analysis & Change Management

• Engage with business stakeholders to understand requirements, challenges, and enhancement needs.
• Assess existing solution architecture, identify dependencies, and evaluate risks and impacts of proposed changes.
• Prepare Requirement Gathering Forms (RGFs), functional specifications, and use cases for development teams.
• Recommend optimal technical and business solutions aligned with organizational objectives.

1. Change Request Lifecycle Management

• Conducting stakeholder discussions, workshops, and surveys.
• Performing impact analysis and solution design.
• Preparing detailed requirement documentation.
• Coordinating with development teams for implementation.
• Executing comprehensive UAT testing and providing deployment approvals.
• Conducting post-deployment validation and production testing.
• Preparing user manuals and knowledge portal documentation.
• Updating system documentation and object manuals.
• Publishing release notes and communication documents.
• Delivering user and business team training sessions.

1. Vendor & Stakeholder Management

• Coordinate with application vendors and technology partners for L2 support.
• Ensure timely issue resolution and service delivery.
• Collaborate closely with Channel Management teams and business users.
• Track vendor performance against agreed SLAs.

1. User Support & Issue Resolution

• Drive resolution of user issues received through:
• Emails
• Salesforce feedback channels
• Work with Channel Management teams and vendors to ensure effective closure of incidents.
• Support administrators in resolving platform-related issues.

1. Analytics & Performance Monitoring

• Develop and publish dashboards and reports on platform usage and key performance indicators (KPIs).
• Generate data-driven insights to improve platform adoption and business outcomes.
• Utilize analytical tools, AI capabilities, and Microsoft Office applications to drive decision-making.
• Identify opportunities for process improvement through trend analysis.

• Strong understanding of Channel Partner Management processes.
• Experience in Dealer Management Systems (DMS).
• Knowledge & experience of process automation and digital transformation initiatives.
• Strong testing, UAT management, and release governance capabilities.
• Data analysis and reporting expertise.

• Working knowledge of Salesforce (SFDC) is mandatory.
• Understanding of SAP integrations and enterprise systems.
• Experience with digital platforms, workflows, and system interfaces.
• Proficiency in Microsoft Excel, PowerPoint, and reporting tools.
• Familiarity with AI-enabled productivity and analytics tools.

• Strong stakeholder management skills.
• Excellent communication and presentation abilities.
• Problem-solving and analytical mindset.
• Ability to manage multiple priorities and cross-functional teams.
• Customer-centric and process-oriented approach.

• Bachelor's degree in Engineering, Information Technology, Computer Science, Business Administration, or related discipline.
• MBA or relevant certification in Digital Transformation, Business Analysis, or Project Management will be an added advantage.

• 5-8 years of experience in managing and supporting Channel Partner operations.
• Minimum 3 years of hands-on experience in end-to-end management of a Dealer Management System (DMS).

• Experience working with Salesforce (SFDC), SAP, and integrated enterprise applications.
• Exposure to digital transformation, process automation, and business analytics projects.
• Experience managing vendors and cross-functional business stakeholders.

• Lead meaningful projects with direct impact on how we deliver technology solutions
• Collaborative, growth-focused culture that invests in your professional development
• Opportunities for certifications, training, and career advancement
• Flexible work options that prioritize work-life balance