SUMMARY:

• Overall all 9+ years of experience in Business Analysis with good amount of end - end exposure on business implementation for Higher Education, Healthcare, Telecom, CMS and TMS solutions
• 4 years of experience as Salesforce Business Analyst and Administration.
• Good experience in Analyzing, Administering, and Testing of Salesforce applications.
• Elicit requirements using interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, user scenarios and workflow analysis.
• Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.
• Well versed experienced in all phases of System Development Life Cycle starting from planning, analyzing, requirements gathering, use case development, designing, testing, deployment and maintenance.
• Proactively communicate and collaborate with external and internal customers to analyze information needs and functional requirements and deliver the Business Requirements Document Wireframes and Other visual documentation as needed.
• Extensive experience in designing of Custom Objects, Custom Fields, Pick list, Role Based Page Layouts, Workflow Alerts and Actions, Workflow Approval, Validation Rules, Approval Processes, Custom Tabs, Custom Reports, Report Folders, Report Extractions to various formats, work flows, relationships, lookups Design of Visual Force Pages, Snapshots, Dashboards and Email generation according to application requirements and Good web page design skills.
• Experience in implementing Web-to-lead, Web-to-case, and Email-to-case functionality
• Hands-on experience in implementing sharing model, sharing rules, and manual sharing
• Experience in designing, developing and execution of Test Cases and preparing Traceability matrix to map the business requirements.
• Strong analytical and product management skills, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements.
• Experience in facilitation of Joint Application Development (JAD) sessions with end user, expert team, business intelligence team, SME'S, QA team, Walk Through and Signoff with stakeholders
• Be the liaison between the Business units, Technology teams and support teams.
• Work independently with users to define concepts and under direction of project managers
• Excellent Troubleshooting and problem solving skills with a focus on timely handling issues.
• Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts.
• Extensive experience in Business Analysis and Project Management
• Familiar with Agile and Waterfall methodologies and basic understanding of the full SDLC development lifecycle

TECHNICAL SKILLS:

Domain Expertise: Salesforce CRM, Good amount of exposure on business implementationfor Higher Education, Healthcare, Telecom, Content management system,Transport Management System solutions

Project Management Tools: JIRA

Mock up Tools: MS Visio, Balsamiq

Documentation Tools: MS Office Suite

Development Methodologies: Agile and Waterfall

Operating Systems: Windows NT/XP/2000/2003, Windows95/98, UNIX

PROFESSIONAL EXPERIENCE:

Confidential, Waltham, MA

Salesforce Business Analyst/Administrator

Responsibilities:

• Performed the roles of Salesforce.com Business Analyst and Administrator in the organization.
• Participated in the identification, understanding, and documentation of business requirements, keeping in mind the need for the application based on the project scope and SDLC methodology
• Interacted with executives and sponsors to identify requirements, project objectives and scope changes
• Translated the client requirements into Use Cases, Created data flow diagrams and process flow diagrams to simplify design and facilitate better system understanding
• Worked on various salesforce.com standard objects like Accounts, Contacts, Leads, Opportunities, Reports and Dashboards
• Worked Salesforce.com Customization, Creation and maintenance of Record types, Page Layouts, Objects, Tabs and Fields.
• Created page layouts, search layouts to organize fields, custom links, related lists, and other components on a record detail and edit pages
• Outlined the organization hierarchy and created profiles, roles accordingly in Salesforce; worked on visibility and security settings around them as required by the business
• Integrated the Web Services for extracting the data from external systems to display in the pages of salesforce.com
• Created and deployed several reports for different user profiles based on the need in the organization
• Salesforce Marketing Cloud campaigns using ExactTarget.
• Developed landing pages, registration forms, and email and newsletter templates and oversee content layout.
• Design and build comprehensive multi-channel campaigns and Automate Responsive campaign using Journey Builder
• Identified activities to instruct the salesforce marketing cloud to communicate to Contact based on the actions of the applicant
• Design a campaign by dragging and dropping Activities onto the Canvas to create a chain of activities, construct workflow of interactions and Identify criteria for filtering Contacts into an Interaction and evaluate these Contacts to determine the next action to take
• Testing Entry Event to ensure it admits Contacts as intended and testing Interaction without wait periods.
• Used the sandbox for testing and migrated the code to the deployment instance after testing.
• Planned testing strategy, created and signed off test-script, executed User Acceptance Test
• Assisted in designing and creation of training material and conducted internal training sessions for business users on Salesforce technology functionalities.
• Be the liaison between developers, users and various members of my team to discuss and to resolve defects and their priorities.
• Customer Acceptance Criteria and Production move with application support

Configuration Skills:

• SFDC Standard Object Configuration: Campaigns, Leads, Accounts, Contacts, Opportunities and Custom Object development Field creation, Page Layout creation/editing, Related list customization, Record Types, Field Level and Object level security, role hierarchies, Assignment rules, Reports, Dashboards, Formula Fields and Cross Object, Formula Fields. Salesforce automation including Leads, Web to lead, Accounts, Contacts, Opportunities, Community and Partner Portal Systems Involved
• Oracle Fusion middle ware Form services-Banner System
• ImageNow 7.1.0- Document Management system
• EnrollmentRx- Customized higher education solution on top of Salesforce CRM
• Marketing cloud

Salesforce Business Analyst

Responsibilities:

• Performed the roles of Salesforce.com Analyst and Administrator in the organization.
• Evaluated information gathered from multiple sources, decompose high-level information into details and low-level information to a general understanding, and distinguish user requests from the underlying true needs
• Effectively communicated and collaborated with employer organizations and carrier customers to analyze information needs and functional requirements and delivered Business Requirements Document, Use cases, User stories and Change Request documents.
• Coordinated work assignments with developers and Administrators throughout the product development life cycle.
• Designed workflow rules, validation rules, and customizations within SalesForce.com.
• Created various Report and Dashboard (summary reports, matrix reports, and pie charts, dashboards) to assist managers to better utilize Salesforce as a sales tool.
• Created templates, approval processes, approval page layouts and defined approval actions on them to automate the processes.
• Implemented search, filtering, and tagging features to make it easier for sales to locate relevant marketing content and documents in SalesForce.com CRM Content
• Performed onetime data migration to get Accounts and Contacts data into salesforce.com.
• Identify Similarities, Differences and Obsolete Components
• Review Configuration of both the systems
• Review existing profiles and Organization Wide Defaults are setup correctly
• Review the active workflows and triggers. Evaluate if all the workflows and triggers of the impacted objects should be disabled before uploading data
• Make sure that all the page layouts and mapping of page layouts to profiles are set up properly for all the record types.
• Track limits by Object
• Addressing the duplicate records
• Develop rules for Merging data
• Identify Configuration areas that must be manually recreated
• Drive business units on their assumptions of how they will successfully execute their plans
• Design, develop and execution of Test Cases and preparing traceability matrix to map the business requirements
• Be the liaison between developers, users and various members of my team to discuss and to resolve defects and their priorities.

Technical Environment: Saleforce.com platform, Apex, VisualForce, Data Loader, HTML, Java Script, Workflow & Approvals, Custom Objects, Custom Tabs, Email Services, Security Controls,

Salesforce Business Analyst

Responsibilities:

• Involved in Analysis, design, development and implementation of salesforce.com applications.
• Worked with Business stakeholders to obtain requirements thereby designed, implemented, unit tested, maintained, and troubleshoot the application.
• Having a good techno-functional knowledge on different products used by Client.
• Coordinated with vendors and legacy application team for integrating data flow with Salesforce as centralized system.
• Designed custom edit and detail page for accounts due to complex business requirements (immediately after making updates, legacy system window had to open respecting SSO).
• Created multiple record types based on the category of clients.
• Based on the business requirements, created multiple custom objects and fields (created lookup fields to maintain relationship between objects).
• Designed retriggering rules and mechanism for data and transient errors.
• Built custom sharing rules and role hierarchies for 500 user base.
• Used Data loader to make bulk upload of client data.
• Enabled and used API only user for performing regular updates from legacy system using REST API.
• Integrated with legacy system using REST API to maintain Synchronization.
• Enabled SSO (SAML 2.0) to portal by installing SSL certificate.
• Designed and developed Ticketing application to handle production support incidents and bugs.
• Worked with Production support team and fixed the issues on On-Demand basis.
• Analyzed complex workflow rules working around the governor limits.
• An end-to-end exposure on force.com business cloud applications Analysis
• Supporting BAT and UAT with testers.

Environment: Saleforce.com platform, Apex, Visualforce, Data Loader, HTML, Java Script, Workflow & Approvals, Custom Objects, Custom Tabs, Email Services, Security Controls, Sandbox (Developer sandbox, Configuration only, Full sandbox) Eclipse IDE Plug-in, Windows XP.

Salesforce Business Analyst/Administrator

Responsibilities:

• Performed the roles of Salesforce.com Analyst and Administrator in the organization.
• Worked closely with Business Users and requirements gathering, analyzing the requirements, documenting the functional and non-functional requirements.
• Customized information on accounts, contacts, and opportunities and tracked related tasks and activities.
• Managed team to implement the documented requirements and reports, assisting in all configuration activities.
• Created users, roles, public groups and implemented role hierarchies, sharing rules and record level permissions to provide shared access among different users.
• Performed onetime data migration to get Accounts and Contacts data into salesforce.com.
• Coordinated work assignments with developers and Administrators throughout the product development life cycle.
• Created templates, approval processes, approval page layouts and defined approval actions on them to automate the processes.
• Designed workflow rules, validation rules, and customizations within SalesForce.com.
• Created various Reports (summary reports, matrix reports, and pie charts, dashboards) to assist managers to better utilize Salesforce as a sales tool.
• Integrated the web services by generating the necessary stubs from the WSDL files for extracting the data from external systems to display in the pages of salesforce.com
• Email to case functionality to helps customers get fast answers to questions and to receive automatic notifications when content of interest is created or updated. This feature ensured that the employees always received up-to-date information.
• Participate in design meetings and contribute to technical approach.
• Implemented search, filtering, and tagging features to make it easier for sales to locate relevant marketing content and documents in SalesForce.com CRM Content.
• Used the sandbox for testing to ensure minimum code coverage for the application to be migrated to production.
• Responsible for integration and development project plans and designs for various releases like SIT, BAT, UAT and production Sandbox (environment).

Environment: Saleforce.com platform, Apex, VisualForce, Salesforce.com Data Loader, Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Email Services, Security Controls, HTML, Java Script, Java, Web Services, WSDL, Sandbox, Eclipse IDE Plug-in.

Business Analyst

Responsibilities:

• Evaluated information gathered from multiple sources, decompose high-level information into details and low-level information to a general understanding, and distinguish user requests from the underlying true needs.
• Effectively communicated and collaborated with external and internal customers to analyze information needs and functional requirements and delivered the below artifacts as:
• Business Requirements Document
• GUI, Screen and Interface designs
• Drive business units on their assumptions of how they will successfully execute their plans
• Design, develop and execution of Test Cases and preparing traceability matrix to map the business requirements
• Be the liaison between developers, users and various members of my team to discuss and to resolve defects and their priorities.
• Supporting documents like User Guides.
• Customer Acceptance Criteria-UAT support
• Production move and application support.

Technical Environment: Drupal 7 PHP, JavaScript, Ajax, CSS, JQuery and HTML, M y SQL, Apache Web server

Business Analyst

Responsibilities:

• Evaluated information gathered from multiple sources, decompose high-level information into details and low-level information to a general understanding, and distinguish user requests from the underlying true needs.
• Effectively communicated and collaborated with external and internal customers to analyze information needs and functional requirements and delivered the below artifacts as:
• Business Requirements Document
• GUI, Screen and Interface designs
• Drive business units on their assumptions of how they will successfully execute their plans
• Design, develop and execution of Test Cases and preparing traceability matrix to map the business requirements
• Be the liaison between developers, users and various members of my team to discuss and to resolve defects and their priorities.
• Supporting documents like User Guides.
• Customer Acceptance Criteria-UAT support
• Production move and application support.

Technical Environment: Microsoft .Net, C#, JavaScript, Ajax, CSS, LINQ, HTML, ADO, WCF and SQL Server 2008 as database backend