Zoho Implementation Business Analyst

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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