Salesforce Business Analyst

Job Title: Salesforce Business AnalystLocation : Mountain View, CA(Hybrid—3 days a week)Domain : TelecomOverview: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 creationCollaborate cross-functionally to define and deliver scalable Service Cloud solutionsAnalyze existing technician workflows and propose automation enhancementsDesign and wireframe UI updates (e.g., integration of TR-143 testing)Define test scenarios for automated speed tests and validation logicTranslate business needs into user flows, wireframes, and functional specsSupport UAT planning, change management, and post-release validation Required Skills:8+ years as a Salesforce Business Analyst, focused on Service CloudStrong background in functional BA work and workflow/process optimizationDomain expertise in Telecommunications & Fiber InstallationsExperience with TR-143, router/ONT provisioning, and customer-prem installationTools: Jira, Confluence, Lucidchart, Salesforce ConsoleExcellent communication, facilitation, and cross-team collaboration