Lead - Business Systems Services

Freshworks
Chennai
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceSkills: ["Communication","Presentation skills","Analytical skills","Problem-solving","Stakeholder management"]

Serve as a techno-functional, customer-facing lead focused on applying AI/GenAI and automation to business workflows. Gather requirements from customers through visits, workshops, and demos, translate them into functional requirements and high-level technical solutions, and partner with engineering to enable integrations across enterprise applications. Identify opportunities to simplify processes (including ITSM/ESM), build rapid AI/automation proofs of concept, and drive issue troubleshooting to resolution while bridging business and technical stakeholders.

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Freshworks
Freshworks
5 days ago

Lead - Business Systems Services

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Source: Company careers pageValidated by: Fursa AI
Last checked: 22 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Serve as a techno-functional, customer-facing lead focused on applying AI/GenAI and automation to business workflows. Gather requirements from customers through visits, workshops, and demos, translate them into functional requirements and high-level technical solutions, and partner with engineering to enable integrations across enterprise applications. Identify opportunities to simplify processes (including ITSM/ESM), build rapid AI/automation proofs of concept, and drive issue troubleshooting to resolution while bridging business and technical stakeholders.
Location: Chennai
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Identify opportunities to apply AI/GenAI and build or coordinate rapid POCs and automations for business use cases.
  • •Participate in customer visits, discovery sessions, workshops, and demos to understand requirements and recommend solutions.
  • •Translate business requirements into functional requirements and high-level technical solutions.
  • •Understand business and ITSM/ESM processes to identify opportunities for simplification, automation, and improved user experiences.
  • •Work with engineering and platform teams to enable integrations and workflows across enterprise applications, and troubleshoot issues to drive them to resolution.

Key Requirements

  • •5+ years of experience in business systems, solution consulting, business analysis, enterprise applications, automation, or a similar techno-functional role.
  • •Strong interest in and practical understanding of AI/GenAI and applying it to business problems.
  • •Ability to understand customer requirements and translate them into practical solution approaches.
  • •Excellent communication and stakeholder-management skills for customer visits, workshops, presentations, and demos.
  • •Comfort collaborating with technical teams without needing to be a hands-on software engineer.
Skills:CommunicationPresentation skillsAnalytical skillsProblem-solvingStakeholder management
Languages:English
Tech Stack:PythonSQLWorkatoMuleSoftDatabricksLLMsAPIsIntegrationsAutomationPrompt engineeringAI agentsITSMESM

Company Brief

Freshworks
Provides cloud-based customer engagement, CRM and ITSM software (Freshdesk, Freshservice, Freshsales) that helps businesses manage customer and employee experiences through SaaS products and AI-driven tools.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 500M to 1B
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Mateo, United States
Founded: 2010
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor