📡 Telecom industry experience is a MUST
📍 Location: Mountain View, CA
💼 Experience: 10+ years
Overview:
Seeking a hands-on Functional Business Analyst with deep Salesforce Service Cloud and telecom domain experience to support the automation of customer service workflows and field technician processes. You’ll work directly with stakeholders and engineering to drive requirements, design functional solutions, and improve technician efficiency using tools like TR-143 testing.
Key Responsibilities:
Lead requirements gathering, process analysis, and user story creation
Collaborate cross-functionally to define and deliver scalable Service Cloud solutions
Analyze existing technician workflows and propose automation enhancements
Design and wireframe UI updates (e.g., integration of TR-143 testing)
Define test scenarios for automated speed tests and validation logic
Translate business needs into user flows, wireframes, and functional specs
Support UAT planning, change management, and post-release validation
Required Skills
8+ years as a Salesforce Business Analyst, focused on Service Cloud
Strong background in functional BA work and workflow/process optimization
Domain expertise in Telecommunications & Fiber Installations
Experience with TR-143, router/ONT provisioning, and customer-prem installation
Tools: Jira, Confluence, Lucidchart, Salesforce Console
Excellent communication, facilitation, and cross-team collaboration
Nice to Have:
Salesforce certifications: Admin, Service Cloud Consultant, Business Analyst
Agile/Scrum methodology experience
Experience with wireframing tools (e.g., Figma, Balsamiq)
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