Lead - Business Systems Services
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Key skills for this role
Role Overview
Freshworks is hiring a Lead – Business Systems Services professional for a techno-functional and customer-facing role.
The role connects AI, business processes, enterprise technology, and customer engagement to develop practical solutions.
Key Skills for This Role
Full Job Posting
Role Overview
Freshworks is hiring a Lead – Business Systems Services professional for a techno-functional and customer-facing role.
The role connects AI, business processes, enterprise technology, and customer engagement to develop practical solutions.
Key Responsibilities
- Identify AI and GenAI use cases and build or coordinate rapid proof-of-concepts and automations.
- Participate in customer visits, discovery sessions, workshops, and demonstrations.
- Translate business requirements into functional requirements and high-level technical solutions.
- Improve business and ITSM/ESM processes through simplification, automation, and better user experiences.
- Enable integrations and workflows across enterprise applications with engineering and platform teams.
- Analyze system issues, coordinate troubleshooting, and drive issues toward resolution.
- Bridge customers, business stakeholders, and technical teams.
Key Skills
- Strong AI/GenAI fundamentals, including LLM capabilities, prompt engineering, AI agents, and enterprise use cases.
- Ability to quickly create or contribute to AI-based proof-of-concepts and demonstrations.
- Excellent verbal, written, presentation, and customer-facing communication skills.
- Strong analytical, requirement-gathering, and problem-solving abilities.
- Understanding of enterprise applications, APIs, integrations, automation, and ITSM/ESM processes.
- Exposure to Workato, MuleSoft, Databricks, or similar tools is advantageous.
- Basic Python and SQL knowledge is desirable; deep software-development expertise is not required.
Qualifications
- 5+ years of experience in business systems, solution consulting, business analysis, enterprise applications, automation, or a similar techno-functional role.
- Strong practical understanding of AI/GenAI and its application to business problems.
- Ability to translate customer requirements into practical solution approaches.
- Ability to engage confidently with customers and stakeholders during visits, workshops, presentations, and demos.
- Comfort collaborating with technical teams without being a hands-on software engineer.
About Freshworks
Freshworks builds enterprise-grade service software for employee and customer experiences, with a people-first approach to AI.
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