Business Analyst

K&K Global Talent Solutions Inc is an International recruiting agency that has been providing technical resources in the USA region since 1993.

This position is with one of our clients in The USA, who is actively hiring candidates to expand their teams.

Role: Salesforce Business Analyst (Telecommunications Domain)

Employment type: Contract

Technology: TR-143 Testing, Service Cloud, Jira, Confluence, Lucidchart, Salesforce Console

Location: Mountain View, California, United States (Onsite)

Job Description:-

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)
• Salesforce Administration Certification
• Minimum of 10 years of experience as a BA cum Technical Analyst, with hands-on experience in Salesforce configuration, Salesforce Service Cloud. integration, and troubleshooting.
• Strong experience working on Salesforce projects within the telecom industry or with telecom-related business processes.
• Experience with Salesforce configuration, including custom objects, workflows, validation rules, process builders, reports, dashboards, and user security.
• Strong understanding of Salesforce integrations, data migration processes, and middleware tools.
• Knowledge of Salesforce APIs, including REST and SOAP, for integrating with other systems.
• Proficiency in using Salesforce Developer tools like Apex, Visualforce, or Lightning Web Components is a plus.
• Experience with Agile project methodologies.
• Ability to work on complex technical problems and find innovative solutions.

Salesforce Service Cloud Certification highly recommended

Note: Applicants for employment in The USA should possess work authorization which does not require sponsorship by the employer for a visa.