Role Overview

Key Responsibilities

• Business Requirements & Discovery: Conduct stakeholder interviews and workshops to gather, analyze, validate, and document business and functional requirements.
• Solution Design: Collaborate with business stakeholders and technical teams to define scalable Salesforce solutions, assess feasibility, and recommend appropriate approaches.
• Business-Technical Collaboration: Translate business requirements into functional specifications, user stories, process flows, and acceptance criteria for development teams.
• Marketing Cloud Implementation: Participate hands-on in the configuration and implementation of Salesforce Marketing Cloud journeys, campaigns, automations, and customer communication workflows.
• Service Cloud Support: Analyze and support Service Cloud processes, including case management, service workflows, Omni-Channel, and Service Console functionality.
• Process Optimization: Identify gaps in existing marketing and customer support processes and recommend improvements using Salesforce capabilities.
• Agile Delivery: Work closely with developers, QA teams, product owners, and other stakeholders in Agile/Scrum environments.
• Testing & Validation: Define acceptance criteria, coordinate User Acceptance Testing (UAT), validate solutions, and ensure requirements are met before deployment.
• Stakeholder Management: Facilitate discussions, communicate solution options and trade-offs, and ensure alignment between business expectations and technical delivery.

Required Qualifications & Skills

• 6–7 years of relevant experience as a Business Analyst in the Salesforce ecosystem.
• Strong hands-on experience with Salesforce Marketing Cloud is mandatory.
• Good functional knowledge of Salesforce Marketing Cloud components, including:
  • Journey Builder
  • Email Studio
  • Automation Studio
  • Data Extensions
  • MobileConnect
  • Basic AMPscript and SQL
• Working knowledge of Salesforce Service Cloud, including Case Management, Omni-Channel, Knowledge, and Service Console.
• Experience in requirement gathering, functional documentation, process mapping, user story creation, and acceptance criteria definition.
• Proven ability to collaborate with business stakeholders, developers, QA teams, and solution architects.
• Experience working in Agile/Scrum environments and managing requirements through the software development lifecycle.
• Strong analytical, problem-solving, communication, and stakeholder management skills.

Preferred Qualifications

• Salesforce Certified Marketing Cloud Administrator or Marketing Cloud Consultant.
• Salesforce Certified Service Cloud Consultant or Salesforce Certified Business Analyst.
• Experience implementing or enhancing integrated marketing and customer service workflows.

Ideal Candidate Profile