Salesforce Business Analyst (Telecom experience)

Experience: 48 years preferred

Reports To: CRM Program Manager / Delivery Lead

We are looking for an experienced Salesforce Business Analyst with strong Telecom domain expertise to join our CRM transformation team. The ideal candidate will understand Telco customer journeys (Lead Order Activation Support), gather and translate business requirements, and work closely with technical teams to deliver scalable solutions on Salesforce (Sales Cloud, Service Cloud, CPQ, Order Management, Field Service).

• Engage with business stakeholders across Sales, Marketing, Customer Care, Billing, and Network teams to understand key processes.
• Gather, document, and prioritize business requirements, user stories, acceptance criteria, and workflows.
• Map telecom processes such as lead management, customer onboarding, KYC, provisioning, trouble ticketing, and service requests into Salesforce capabilities.
• Facilitate requirement workshops, discovery sessions, and design walkthroughs.

• Define functional solutions using Sales Cloud, Service Cloud, CPQ, Field Service, Order Management (OM), Digital Engagement, and custom modules.
• Work with architects to convert requirements into configuration-ready specifications.
• Create mock-ups, process flows, and functional design documents.
• Support data migration, integration design (Billing, ERP, OSS/BSS), and downstream system alignment.
• Perform functional testing, UAT support, and end-user training.

• Understand telco product catalog, bundles, add-ons, plans, promotions, and lifecycle management.
• Support CRMBSS/OSS integrations (Billing, Mediation, Number Management, Network Activation).
• Define workflows for customer onboarding, port-in/port-out (MNP), SIM activation, device management, service upgrades, and complaints/case handling.
• Analyze order journeys including feasibility check, credit check, provisioning, service orders, and work orders.

• 48 years of experience as Business Analyst, Salesforce BA, or Functional Consultant.
• Mandatory hands-on experience with Sales Cloud and Service Cloud.
• Strong understanding of Telecom CRM, BSS/OSS processes, and customer lifecycle management.
• Experience writing user stories, BRDs/FRDs, process diagrams, and functional specifications.
• Knowledge of Salesforce configuration capabilities (fields, objects, flows, validation rules).
• Experience working in Agile/Scrum delivery methodology.
• Strong communication, stakeholder management, and workshop facilitation skills.