Salesforce Sales, Service Cloud Marketing Cloud Business Analyst
Role Summary
We are seeking a Salesforce Business Analyst with experience in Sales, Service Cloud and Marketing Cloud to gather and analyse business requirements, document processes, and support CRM, customer service, and marketing automation initiatives.
Key Responsibilities
Gather, analyse, and document business requirements and translate them into user stories, acceptance criteria, process flows, and functional specifications.
Support Salesforce Service Cloud capabilities including Case Management, Service Console, Omni-Channel, SLAs, Knowledge, Email-to-Case, and reporting.
Support Salesforce Marketing Cloud capabilities including Journey Builder, Email Studio, Automation Studio, Contact Builder, segmentation, personalisation, and campaign reporting.
Facilitate workshops, backlog grooming, sprint planning, UAT, and stakeholder reviews.
Collaborate with business stakeholders, Product Owners, developers, architects, QA teams, and business users to ensure successful solution delivery.




Identify process improvements and support adoption and post-go-live enhancements.
Required Skills Experience
Hands-on experience with Salesforce Sale, Service Cloud and Salesforce Marketing Cloud.
Robust understanding of customer service processes, case management, SLAs, marketing automation, customer journeys, segmentation, and CRM data flows.
Experience creating BRDs, user stories, acceptance criteria, process flows, test scenarios, and business rules.
Experience working in Agile/Scrum environments.
Hands-on experience with Jira and Confluence for requirements management, backlog tracking, and documentation.
Knowledge of Visio, Lucidchart, Miro, or similar process-mapping tools.
Strong analytical, communication, stakeholder management, and problem-solving skills.
Preferred
Salesforce certifications (Business Analyst, Service Cloud, or Marketing Cloud).
Experience with Salesforce integrations, reporting, and release man

📌 Salesforce Sales, Service Cloud (India)
🏢 Ekloud
📍 India