Senior Business Analyst – Salesforce Marketing Cloud & Service Cloud

Employment Type: Contract Experience: 5–7 Years Primary Skill (Must-Have): Salesforce Marketing Cloud Secondary Skill: Salesforce Service Cloud Role Overview We are looking for an experienced Senior Business Analyst with strong hands-on expertise in Salesforce Marketing Cloud and working knowledge of Salesforce Service Cloud. The ideal candidate will bridge business stakeholders and technical teams, translating business requirements into functional solutions and supporting implementation, configuration, testing, and deployment. This is a hands-on role that requires a combination of business analysis, Salesforce platform knowledge, stakeholder management, and solution design capabilities, with a primary focus on Marketing Cloud. 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 A business analyst with 5–7 years of relevant experience who has personally worked on Salesforce Marketing Cloud implementation or configuration , understands marketing automation workflows, and can independently engage with business stakeholders and technical teams. Service Cloud experience is an added advantage but must not substitute for hands-on Marketing Cloud expertise.