Are you looking for an awesome place to work, where you can proudly be your authentic self, and be part of #oneteam? We are looking for a passionate team player who aligns with our values and culture, takes pride in their unique contributions, and can challenge the status quo with disruptive thinking. If this sounds like you, come and join us!
The Opportunity
We're seeking a driven Functional Analyst to join our Sydney team—Someone who's passionate about tackling complex business challenges and delivering meaningful impact through the Salesforce Sales & Service Cloud ecosystem. If you're energised by enhancing customer experiences, optimising processes, and empowering teams with smart technology solutions, this role is the perfect fit.
What You'll Be Responsible For
As a Functional Analyst at Vocus, you will play a pivotal role in transforming how our stakeholders work by designing, shaping, and enhancing solutions across Salesforce Sales & Service Cloud and its related technologies (including Amazon Connect, Conga and others). You will work closely with business leaders, technical teams, and end-users to drive process excellence, scope, functionally design and support delivery of secure & scalable best‐practice system solutions, and support key initiatives across our customer and operational functions.
This role blends business analysis, functional requirement gathering & some solution design, requiring strong Salesforce functional expertise—perfect for someone who wants to be a catalyst for change within a dynamic, growth‐driven telco.
* Partner with stakeholders to analyse business needs and translate them into scalable Salesforce solutions that uplift CX, improve user experience, and enhance operational efficiency.
* Leverage standard Salesforce features wherever possible, minimising custom development and supporting the agile delivery model.
* Own quality assurance activities, ensuring robust testing cycles and accurate validation of enhancements.
* Conduct gap analysis for as‐is and to‐be processes; convert insights into functional and technical documentation.
* Investigate multiple data sources, identify issues and opportunities, and present meaningful insights.
* Support change management for new feature releases, including documentation, training, and user enablement activities.
* Maintain awareness of upstream and downstream integrations, ensuring feature changes align with broader ecosystem impacts.
* Document and reinforce standardised business processes related to Salesforce utilisation.
* Promote best practice and drive consistency across business teams.
* Act as a change agent—supporting clear, effective communication across stakeholder groups.
What You'll Bring To The Role
* Minimum 5 years of direct experience working with Salesforce
* At least 7 years in analytical roles i.e. BA or Functional Analyst, ideally including telecommunications industry exposure
* Salesforce & Amazon Connect certifications are highly regarded (Administrator, Platform App Builder, or equivalent)
* Minimum system knowledge equivalent to a Salesforce Administrator
* Understanding of APIs, gateways, and integration platforms (e.g., MuleSoft)
* Ability to communicate effectively with both business and technical stakeholders
* Strong understanding of Salesforce platform capabilities, configuration, and best practice modular design principles
* Experience across the full systems/software development lifecycle
* Competent in use of Jira & Confluence operating in a scaled agile methodology
* Solid understanding of system design, IT infrastructure, and database concepts
* Excellent analytical, problem‐solving, and documentation skills
* Ability to assess business needs and translate them into practical, scalable technical solutions
* Strong customer service mindset and appreciation for business and IT strategic alignment
* Ability to identify risks and contribute to mitigation plans
* Knowledge of business process reengineering
* Tertiary qualifications in Business, Science, Engineering, Economics, or related fields
What We Offer
Working at Vocus will give you rewarding experiences and the opportunity to do extraordinary work. You will enjoy:
* Diverse and dynamic teams with a supportive and inclusive culture
* Supportive career development plans with comprehensive ongoing training, support, and development opportunities
* Flexible hours and a hybrid working environment
* Generous discounts on power, gas, mobile and internet; plus, discounts to over 400 retailers
* Competitive leave options, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and plus more
* Study assistance programs to excel your personal growth, learning and development
* Health and wellness offerings, including access to our wellbeing initiatives that can help you from a financial, psychological, and physical perspective
About Us
As Australia's specialist fibre and network solutions provider, we own and operate 25,000km of secure, high‐capacity fibre connecting people, businesses, governments and communities across Australia to the world. Through our well‐known retail brands, we deliver simple and affordable broadband, mobile, voice and energy services with the purpose of Building Critical Connections. Enabling Better Possibilities.
Ready to take the next step?
If you like the sound of this role and think you'd do a great job, but are worried you don't tick every box, we encourage you to back yourself – we know that diverse groups are less‐likely to apply for roles they're not 100% qualified for, but just as likely to succeed at them!
We are a proud equal opportunity employer committed to providing a safe, diverse, and inclusive working environment where all our team members feel like they belong. We know diversity makes us stronger and we encourage applications irrespective of background, age, origin, gender, sexual orientation, identity, or ability.
If you feel comfortable, please let us know if you have any accessibility requirements upon application, so we can make any adjustments required to support you throughout our recruitment process.
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