Description

Long Description

Job Summary

The Business Analyst and Quality Assurance is responsible to design, optimize, and verify the operational engine of our global satellite connectivity business.
The role serves as the architect and auditor of the customer journey, ensuring that the transition from contract execution to service activation is seamless, automated, and error free.

Job Responsibilities
• Process Detail & Workflow Design: Design and document detailed workflows for global hardware distribution and service activation, ensuring synchronization between Zoho Inventory and sales orders.
• Billing & Invoicing Logic: Define and document the logic for complex telecom billing (proration, multi-currency, and revenue recognition) and verify its execution within Zoho Books.
• Quality Assurance & UAT: Own the end-to-end testing lifecycle. Create test cases for new features, conduct User Acceptance Testing (UAT), and ensure all automated workflows meet business requirements before deployment.
• Service & Support Resolution: Architect escalation matrices and automated ticketing flows within Zoho Desk to ensure adherence to SLAs and rapid technical resolution.
• Requirement Engineering: Translate commercial needs into technical specifications (User Stories) for the development team to implement within the Zoho ecosystem.

Candidate Requirements
• Experience: 7+ years as a Business Analyst and Quality Assurance in Telecom, Managed Services, or a related field.
• Core Competency: Proven track record in managing Order Management Systems (OMS), Billing platforms, and Quality Assurance methodologies.
• Systems Fluency: Deep experience with the Zoho suite (specifically CRM, Books, Inventory, and Desk).
• Technical Literacy: Ability to map data flows between disparate systems and understand the logic of API-driven automation.
• Communication: Able to communicate effectively with business and technical teams both verbally and in writing

Education