Salesforce Business Analyst
Core
Lead requirements gathering and functional design for customer lifecycle and service management processes within Salesforce Service Cloud for a telecommunications company.
Role type
Senior Salesforce Business Analyst (Telecom)
Builds
Functional designs for Salesforce Service Cloud and integrated telecom platforms
Domain
Telecommunications / BSS/OSS
Deliverable
product features
Required skills
Salesforce Service Cloud, process mapping, requirements elicitation, user story creation, functional specification writing, stakeholder management, Agile/Scrum, MACD processes, BSS/OSS environments
Preferred skills
Salesforce Marketing Cloud, Salesforce Sales Cloud, ServiceNow, telecom order management platforms (Netcracker, Amdocs), offshore delivery partner experience
Technologies
Salesforce Service Cloud, ServiceNow, Middleware solutions
Responsibilities
Lead requirements gathering workshops, analyse and document telecom customer journeys, create As-Is and To-Be process maps, define business requirements and acceptance criteria, drive functional design of Salesforce solutions, support integrations between Salesforce and BSS/OSS ecosystems, participate in sprint ceremonies and backlog refinement, support UAT activities, manage defects and change requests
