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Sr. Business Analyst/ Salesforce Admin Resume

Phoenix, AZ

SUMMARY:

  • 8+ years of IT experience as a Business Analyst in SDLC: analysis, design, development, deployment, testing, and implementation of projects for various business organizations.
  • 4+ years of experience with Salesforce.com configuration in Sales cloud, Service cloud, Veeva and Service Max.
  • Excellent skills in Business Analysis, Data Analysis, GAP Analysis, Financial Data Analysis, Risk Analysis, Requirement Analysis, Business Modeling and Use Case Development using UML methodology.
  • Proficient in BRD using UML for Business Process Modeling, Use Cases, Activity Diagrams, Sequence Diagrams, Data Flow Diagrams, Collaboration Diagrams, Class Diagrams and document them using MS Visio.
  • Adept in seeing the “big picture” relationships internal and external to programs and projects and providing insight on how to achieve results.
  • Extremely proficient in learning new concepts quickly and independently.
  • Skilled at assessing client needs, working in a group setting, and training/supporting end users.
  • Proficient in the development of quality processes to support requirements management, software development, application configuration, and software testing.
  • Good expertise in creating Test Cases on the basis of product features, client requirements and technical documents. Developed, executed and maintained Test Scripts. Reviewed and documented system Test Plans.
  • Worked on different SDLC Methodologies including Waterfall, Agile, RUP, and IDEF.
  • Ability to understand and interpret Entity Relationship Diagrams and document them.
  • Proficiency with Rational Enterprise Suite (Requisite Pro, Rational Rose, Clear Case, Clear Quest) in support of the RUP methodology.
  • Experience in assisting Project Manager with the following activities - SOP, RFP, Planning and Budgeting.
  • Expertise in Loading Test Cases and mapping the same to the business requirements in Test Manager
  • Experience in Java, SQL, VB scripting and Data Mapping.
  • Experience in developing business and functional Requirements, including requirements traceability, categorization, and prioritization.
  • Extensively exposed to creating objects, fields, Record Types, workflows, approval processes, Escalation rules, Assignment rules, validation rules, Email services, data migration activities, custom page layouts, custom fields and other standard functionality.
  • Extensive experience in Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts, Actions, and Approval Processes.
  • Experienced to maintain, enhance and create workflows and validation rules.
  • Extensive knowledge about Salesforce setup menu, Configuration, custom Application Development, Administration, Data Migration.
  • Successfully worked on iterative offshore/onshore IT Business Development model.
  • Able to effectively converse, relate and liaise with multifunctional teams, including business owner, stake holders, mangers, architects, developers and testers at all levels.
  • Strong communication, written and presentation skills.

TECHNICAL SKILLS:

Rational Tools: Rational-Rose, Requisite-Pro, Clear-Case, Clear-Quest and Test-Manager.

DataModeling Tools: MS Visio, MS Word, MS Project, MS Excel, Axure.

Databases: Oracle (8/9i and 10g), MS Access, MS SQL Server, Aqua Data Studio.

Business Intelligence: Cognos, Business Objects, Microsoft RS, Ad-hoc Reports and Crystal Reports.

ETL Tools: Data-Stage, Informatica Powercenter.

Testing Tools: Win-Runner, Load-Runner, Test Director, Quality Center, Quick Test Pro.

Operating Systems: AIX, Solaris, Linux, Windows XP/Vista/7.

Programming and Scripting languages: C, C++, VB Script, Shell Script, HTML, XML.

Salesforce CRM: Data Loader, Force.com IDE.

PROFESSIONAL EXPERIENCE:

Confidential, Phoenix, AZ

Sr. Business Analyst/ Salesforce Admin

Responsibilities:

  • Gathered business requirements for various medium and low level upgrades to the salesforce system.
  • Worked on MS Visio to develop workflow, process diagram and gap analysis to derive requirements for existing systems enhancements.
  • Prepared Business Process Models that includes modeling of all the activities of the business from the conceptual to procedural level.
  • Participated in project planning and keeping management in alignment with scope and recommended resolutions for all assignment-specific issues.
  • Management of low to medium level projects.
  • Integrated with Operation Data Store (ODS) for downstream system use of VEEVA data.
  • Partnered with internal business teams in defining business processes and associated system requirements.
  • Responsible for all the activities related to configuring Data Loader, uploading data in CSV files into salesforce.com, checking for the correctness of the data.
  • Migration of configuration and Development changes from Sandbox to Production.
  • Created Custom fields and created page layout to organize fields, related lists, and other components on a record detail and edit pages.
  • Analyzed and updated Custom Profiles as required for the business needs and implemented Object level, Field level and Record level security.
  • Part of the team handling DocuSign integration.
  • Created security rules and public groups and assigned users based on their roles.
  • Defined various Validation rules to validate the data in the application.
  • Created custom report types and generated report using the report types.
  • Created and maintain workflows as well as process builder.
  • Worked as a liaison between the users and the various teams involved in the application development for the better understanding of the business and IT processes
  • Performed unit testing, integration testing and User Acceptance Testing in Full Sand box for all the mini projects.
  • Tracked all the defects with the QA team and worked on resolving the defects.
  • Worked in the IT support team to resolve day to day issues.

Environment: Salesforce CRM, MS Office Excel, Word, MS Visio, UML, Windows XP, HTML, XML, VEEVA, Smartsheet.

Confidential, Berkeley Heights, NJ

Sr. Salesforce Analyst/Admin

Responsibilities:

  • Worked with business team and technology team in substantiating the System Requirement Specification Document.
  • Worked on MS Visio to develop workflow, process diagram and gap analysis to derive requirements for existing systems enhancements.
  • Assisted in the development of BRD and FRD through the entire agile methodology.
  • Wrote functional requirements and non-functional requirements based upon the approved business requirements by following UML processes and standard procedures.
  • Prepared Business Process Models that includes modeling of all the activities of the business from the conceptual to procedural level.
  • Responsible for all the activities related to configuring Data Loader, uploading data in CSV files into salesforce.com, checking for the correctness of the data.
  • Responsible for the successful integration of the VEEVA application with legacy Siebel CRM, Medical enquiry and SAP MDM customer master system, as well as for alignment of SFDC data into various downstream systems and processes.
  • Enabled data integration for VInsights (Veeva reporting system) for Rx and formulary data.
  • Implemented call center management functionalities for retention and monitoring customer activities.
  • Created Queues, Custom objects, Custom fields and created page layout to organize fields, related lists, and other components on a record detail and edit pages.
  • Analyzed and Created Custom Profiles as required for the business needs and implemented Object level, Field level and Record level security.
  • Implemented Web to case and Email to case features to raise cases from the customer service portal.
  • Created custom report types and generated report using the report types.
  • Worked as a liaison between the users and the various teams involved in the application development for the better understanding of the business and IT processes
  • Worked extensively with the QA team for designing and reviewing Test Plan and Test Cases for the User Acceptance testing.
  • Tracked all the defects with the QA team and worked on resolving the defects.
  • Provided production support by documenting tickets and communicating with customer and vendor.
  • Supported tactical and strategic goals of the IT Production Support Team.
  • Conducted training sessions of current functionality to newcomers of different tools and applications through demonstrations and training manuals.

Environment: Salesforce CRM, Veeva, MS Suite, Siebel, JIRA, Windows XP, Rally, HTML, XML.

Confidential, Wayne, NJ

Sr. Business Analyst Salesforce

Responsibilities:

  • Gathered Business and Functional Requirements (BRD, FRD), during JAD sessions interacted with the stakeholders, developers, Project Manager and SME’s to formulate Business Processes.
  • Determined and documented the As-Is and the To-Be (future) business process flows.
  • Worked in Cross Functional team environment, served as a liaison between SME’s, Project Manager, and stakeholders to ensure accuracy in the SFDC implementation and other business requirement.
  • Developed Customer portal and implemented Web-to-lead functionality to enable lead capturing in real time.
  • Maintained and improved existing Salesforce implementation. Created record types and page layouts, added and edited validation rules, edited and improved page layouts.
  • Modified access and sharing rules, added custom objects and workflows, and approval processes,
  • Created new report types, new reports and dashboards to monitor and issue regular key productivity indicator reports and charts.
  • Delivered Veeva CRM for managing Key Opinion Leaders (KOL) both on time and on budget, covering the entire software development life cycle from concept to delivery to training. Worked closely with sales management to scope and estimate.
  • Integrated with Operation Data Store (ODS) for downstream system use of VEEVA data.
  • Responsible for coordinating the deployment of application upgrades and code releases into identified environments, and of creating associated release and deployment records.
  • Performed unit testing, integration testing, bulk testing, staging and User Acceptance Test in Full Sand box for all the mini projects.
  • Documented the entire process starting from Requirement document to end user training document.
  • Developed attitude and capability to handle multiple projects at the same time including Onsite/Offsite co-ordination and also with offshore teams.
  • Helps in conducting Gap Analysis (GAP), User Acceptance Testing (UAT), and System Integration testing (SIT) and SWOT analysis.
  • Designed escalation rules, automatic case generation and their escalation to call center representative, and generated email alerts for quick issue resolution.
  • Wrote SQL Queries in MS Access to sort data and analyze the large set of data during project life cycle.
  • Provided in-depth analysis to resolve production and application issues.
  • Provided a concrete explanation of resolutions to issues, inquiries and requests.
  • Verified the Business Scenarios on new builds to allow extended testing by the QA team.

Environment: Salesforce CRM, MS Office Excel, Word, PowerPoint, MS Project, MS Visio, UML, JIRA, Windows XP, HTML, PHP, XML.

Confidential, Dallas, TX

Salesforce Business Analyst

Responsibilities:

  • Determined user/business/functional requirements. Created vision, scope, and use case documents; business process models, use case diagrams, activity diagrams, and state chart diagrams.
  • Utilized RUP to configure and develop process, standards, and procedures.
  • Performed GAP and Risk analysis of existing system and evaluated benefits of new system.
  • Conducted Joint Application Development (JAD) sessions with stakeholders throughout SDLC to resolve open issues.
  • Involved in entire lifecycle for many small projects including requirement gathering, Analyzing, Designing, Developing, Testing, Staging, Release and End User Training for all the mini projects.
  • Created Queues, Custom objects, Custom fields and created page layout to organize fields, related lists, and other components on a record detail and edit pages.
  • Resolve software issues, inefficiencies, malfunctioning on time to ensure uninterrupted work performance.
  • Responsible for coordinating the deployment of application upgrades and code releases into identified environments, and of creating associated release and deployment records.
  • Created various Reports and Dashboard for each release depending up on the user requirement
  • Performed unit testing, integration testing, bulk testing, staging and User Acceptance Test in Full Sand box for all the mini projects
  • Documented the entire process starting from Requirement document to end user training document.
  • Analyze and determine maintenance strategies for Activity data.
  • Work with other internal data sources to analyze and scope out integration possibilities for past and current additional data (contact sales and assets data).
  • Testing and deployment of various App exchange plug-ins related to data management.

Environment: Salesforce CRM, UML, Windows, SQL Server, Microsoft Office suite, Rational Enterprise suite, JAVA, J2EE, JSP, HTML.

Confidential, Mclean, VA

Sr. Business System Analyst

Responsibilities:

  • Worked with the business team and technology team in substantiating the System Requirement Specification document for the project.
  • Worked on SDLC in all the phases.
  • Expertise and able to provide valuable expertise in matching goals to sales forecasts and pricing schedules.
  • Experience in gathering user requirements, application development, testing and documentation by Unified Modeling Language using tools Requisite Pro.
  • Worked as a Business Analyst and a Test Analyst for all the projects within the organization.
  • Organized business meetings followed with presentations such as Work Break Down sessions, JAD sessions with the business and technology teams lock the scope and requirements for the project.
  • Engaged in analyzing requirements, identifying various individual logical components, expressing the system design through UML diagrams.
  • Prepared detailed design documents to translate business process effectively for developers and product managers using MS Visio
  • Conducted meetings and give presentation to stakeholders and users to review/manage expectations and identify opportunities to improve the efficiency and productivity of the project.
  • Substantiated other PMLC documents such as Project Definition Document, Project Technology Summary, and Test Strategy and Plan along with other team members.
  • Proficient in discussing and defining project, Gap Analysis with the clients from both a business and technical perspective.
  • Responsible for document management activities for the team which included publishing document, version control, change control using an online tool known as IntraLinks.
  • Developed a Test Plan for testing the Functional and Non-Functional requirements.
  • Developed and Executed Test Cases based on the use cases for testing existing and new functionality of the To-Be implemented call center.
  • Worked on all the phases of the testing activities such as System Testing, UAT, Requisite-Pro, System Integration Testing, BAT and PAT.
  • Worked on automated test tools like Win Runner and QTP for Functional and Regression Testing.
  • Responsible for analysis of the existing ARP/SMS system offered by both the banks establish GAP and system dependencies.
  • Substantiated the new training manuals for the enhanced systems highlighting the changes for all user groups.

Environment: MS Visio, HP Quality Center, Mainframe, SDLC, FTP,.NET, MS Project 2003, MS Excel 2003, MS Word 2003, MS SQL Server/ Oracle, IntraLinks, Planview, Requisite pro.

Confidential, Miami FL

Business System Analyst

Responsibilities:

  • Conducted JAD sessions with stakeholders. Focus groups and individual interviews to facilitate elicitation with regards to analysis, specifications, and design of the relevant business processes and systems.
  • Conducted workflow, process diagram and gap analysis to derive requirements for existing systems enhancements
  • Modeled functional requirements using MS Visio to create Use Case Diagrams, Activity diagrams, Sequence Diagram and logical Class Diagram for interaction between the various actors and system and to supplicate the Workflow Models.
  • Researched on the medical disciplines and documented Business Requirement Document.
  • Traced High level into Detailed Requirements in Functional Requirement Document (FRD).
  • Working on the activity diagrams, File Transfer Specification (FTS), Required Repository Template (RRT) in Coordination of Benefits, Benefits translations, Utilization Management, Referrals.
  • Aided in workflow analysis and process design.
  • Conducted joint discussion sessions with business users, stakeholders to understand the requirements in more detail.
  • Developed project plans and managed project scope.
  • Heavily interacted with Data Warehousing team in Metadata Modeling and gathering requirements for product catalogue data load specifications for Data mapping and Data Modeling.
  • Created RRTs for the claims migration pricing process.
  • Also, helped in determining the routing flow (activity diagram) of several certain sections of claims.
  • Helped in determining and documenting the remark codes being applied on the claims.
  • Determining the correct route to correspondence - claim letters as to how the letters are to be retrieved and processed and sent to the provider/member.
  • Acquiring the business rules related to web based internal portal system where the claim letters are processed.

Environment: MS Office Excel, Word, PowerPoint, MS Project, MS Visio, UML, Rational Unified Process (RUP), Rational Suite Requisite Pro, Rational Rose, Windows XP, HTML, PHP, XML.

Confidential - Pittsburgh, PA

Business / Data Analyst

Responsibilities:

  • Conducted a high level business analysis involving complex business requirements and processes.
  • Conducted user interviews at both in-house and client locations. Gathered, analyzed and created an approved requirements list (ARL).
  • Worked in close collaboration with the Project Manager and business users to gather, analyze and document the business requirements (BRD). Effectively communicated with both technical and non-technical users and produced project documentation.
  • Participated in project planning and keeping management in alignment with scope and recommended resolutions for all assignment-specific issues.
  • Partnered with internal business teams in defining business processes and associated system requirements.
  • Performed gap analysis by identifying existing technologies, documenting enhancements to meet the end state requirements.
  • Performed feasibility analysis for web mobile applications on multiple platforms.
  • Designed and developed Use Cases, Workflow Diagrams, RACI charts and Project Schedule diagrams using MS Visio.
  • Responsible for search engine optimization for the project (SEO and SEM).
  • Coordinated with the development team and helped them understand the requirements. Worked with cross-browser problem areas with development team.
  • Captured all the issues received from the stakeholders in an issues list and addressed the same in the respective meetings.
  • Used internal request system to open, track and modify the bugs opened against each of the projects and worked on the analysis of the same.
  • Conducted feasibility study by studying the current functionality and then identifying the gaps existing with regard to new functionality.
  • Used power point presentations for conducting walkthroughs with the stakeholders and created end user manuals.

Environment: Java, J2EE, SQL, XML, MS Office, MS Visio, MS Outlook, Windows XP

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