Sales Operations Analyst (Business Transformation)

What you can expect

As a Business Transformation Sales Operations Analyst at Zoom, you will have the opportunity to drive key initiatives and contribute significantly to projects, which require a proactive and strategic approach. The ideal candidate should possess understanding of the revenue operations/deal desk operations ecosystem with hands-on experience in creating Business Requirements Documents, and through a deep understanding of business processes, will drive impactful change within the organization.

About the Team

As the Business Transformation Sales Operations Analyst supporting Go-To-Market (GTM) teams, you will analyze, design, and implement business systems and processes that enable the sales organization. This includes expertise in sales processes (Quote to Cash, Sales Forecasting, Pipeline Management, Lead to Opportunity), GTM strategy, and CRM tools like Salesforce.

• Industry Experience (Mandatory): Background in the SaaS or technology sector, with direct involvement in Revenue Operations or Deal Desk Operations. Proven experience in managing/supporting and optimizing Lead to Quote, Quote to Cash processes, as well as knowledge in key Revenue Operations functions such as Lead to Opportunity, Forecasting, Pipeline Management, or Sales Commissions.
• Business Analysis (Mandatory): Should have worked on projects where one has demonstrated expertise in gathering, analyzing, and documenting business requirements, scope of the project, challenges, solution and implementation plan with workflows.
• Documentation Skills (Mandatory): The ideal candidate must have extensive hands -on experience in Business Requirement Documentation (BRD), SRS, creating user stories, and other technical/ policies/ procedures documentation.
• Technical Acumen: Practical experience with Salesforce Sales Cloud, including a solid understanding of lead management workflows, opportunity stages, contract management, and quote processes (Deal Desk operations). Some familiarity with SFDC integrations with various sales and marketing tools such as LeadSpace, LeanData, Pardot, Marketo, Outreach, ZoomInfo, Zuora, CPQ tools, or similar platforms is an added plus.
• Project Management: Proficient in project management tools with hands-on experience using project tracking software and a solid understanding of methodologies, capable of supporting both project planning and execution.Strong grasp of software development processes and effective communication with technical teams, coupled with experience in automation tools and AI-powered sales solutions.
• Collaboration: Exceptional interpersonal skills, demonstrating the ability to work productively in cross-functional teams and collaborate effectively with domain experts.

• Collaborate with Product Owners to document comprehensive business requirements, including functional and non-functional specs, BRDs, SRS, use cases, and related documentation.
• Work with Salesforce, Zuora, Data Science, Engineering, and in-house tech teams to deliver aligned solutions.
• Analyze business needs and recommend solutions that support Zoom's strategy, translating them into clear requirements and policy documentation.
• Engage stakeholders to define project vision, scope, initial requirements, and support accurate planning and estimation.
• Assess current workflows and identify opportunities for improvement through software, automation, and AI.
• Support Product Owners by developing user stories, mapping process flows, and ensuring deliverables meet business goals.
• Create process flow diagrams and visuals to effectively communicate business processes.
• Maintain clear, consistent communication with business units to define system requirements, organizational processes, and governance protocols.

• Bachelor's degree in Business, Finance, IT, or a related field (MBA preferred).
• 9+ years of experience as a Business Analyst, Product Owner, Business Systems Analyst, or Sales Operations Analyst in the Software/SaaS industry.
• 5+ years of hands-on experience with Salesforce Sales Cloud and exposure to Sales/Marketing Tools such as LeadSpace, LeanData, Pardot, Marketo, Outreach, ZoomInfo, Zuora, CPQ tools, Lusha
• Must be skilled in methodologies such as Six Sigma, Agile, Waterfall, and Gap Analysis for project and process optimization.
• In-depth understanding of sales processes, revenue operations, and policy/procedure documentation.
• Strong analytical ability with a proven record of turning data into actionable insights.
• Excellent communication and collaboration skills with the ability to influence cross-functional teams and external partners.
• Experience leading cross-functional initiatives and delivering complex, large-scale projects.
• Strong organizational and project management capabilities, adept at balancing multiple priorities.