Salesforce BA ( Service Cloud Domain)

Salesforce BA ( Service Cloud Domain)

Mountainview, CA -3 days a Week

Long Term

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)

Please share resumes hradmin at dnsinfoltd dot com