SUMMARY:

• Qualified professional with strong Business Analysis skills with Over 10+ years of experience working on multiple IT projects such as COTS, SaaS, ERP integration, Salesforce CRM, new product development and process re - engineering initiatives across finance/banking, healthcare, telecom, mortgage, Medicare, airlines, clinical research, railways, and retail industries.
• 2 years’ experience as Salesforce Business Analyst /Salesforce Support Analyst experience.
• Experienced in SF Sales cloud, Marketing Cloud and Service Cloud.
• Extensive Experience in creating Profiles/Roles, Sharing Rules, Page Layouts, and Custom Objects, Relationships.
• Customized several Validation Rules, tasks, Workflow Rules, Triggers, Reports and Dashboards to achieve the complex business functionality.
• Delivered high fidelity and low fidelity Business Analysis artifacts such as as-is/to-be, fit-gap analysis, root cause analysis, impact/risk analysis, functional/non-functional documents, user stories, knowledge base, process flows, user workflow and data mapping.
• Assisted Project Managers for creating project stage-gate deliverables such as project charters, business case, ROI, stakeholder/ vendor management, PM plans, schedules, milestones, WBS, budget forecasting, cost/time estimates, performance metrics, status reports, project closure and lessons learned documents.
• Assisted Project Managers in creating change management strategy and planning, department-wise KPIs, process re-engineering/ workflow improvements, training needs assessment and OCM documentation.
• Experienced in working with Waterfall, Lean, AGILE methodologies and knowledge of PMBOK, PROSCI & BABOK.

TECHNICAL SKILLS:

SDLC: Waterfall, Iterative (RUP, AGILE)

BABOK, PMBOK, UML, PROSCI: ADKAR

ERP Integration: SAP, ORACLE HRMS/FIN, SEIBEL

ECM: Salesforce, Sharepoint

Salesforce.com: Apex Classes/Controllers, Test Classes, APEX Triggers, Visual Force (Pages, Component & Controllers), sObjects Customization, S-Controls, Analytic Snapshots, Sandbox Testing, Sales Cloud, Service Cloud, Marketing Cloud.

Tools: Force.com, Eclipse IDE, Force.com Sandbox & Production, Data Loader

Web Technologies: JavaScript, Web Services, SOAP UI, WSDL, XML, XHMTL, CSS

Databases: Oracle 10g/9i, SQL Server 2008, MySQL, DB2

Testing Tools: Jira, ALM, IBM Test Manager, Bugzilla, Clearquest, Spirateam, SoapUI

Planning Tools: MS Project, Primavera, Innotas

Operating Systems: Windows, UNIX, LINUX

Programming Languages: Java, .Net, APEX

Web/Application Servers: Apache, Tomcat, WebLogic, MQ, WebSphere

PROFESSIONAL EXPERIENCE:

Confidential

Sr. Business Analyst/ Salesforce Support Analyst

Responsibilities:

• Facilitated various workshops with Business teams to elicit portal content, Sales/Marketing content,
• communication, overall UI layout and business logic.
• Conducted JAD sessions with onsite/offshore technical resources and performed detailed analysis of
• functional, and technical requirements.
• Participated along with Salesforce Admins and Developers in designing the solution by customizing standard objects and adding custom objects to the portal.
• Confirmed the requirements with Business Stakeholders using wireframes and prototypes and documented
• the Business, Solution, and Transition requirements.
• Assisted in validating the Design, Configuration and testing Salesforce Sales and marketing Cloud modules.
• Assisted Project Manager on providing estimates to project tasks, scheduling tasks, milestones, and
• implementation roadmap in an agile environment.
• Participated in all design discussions for the configuration of Contact Center Integration with Converge One CTI and Salesforce and clarified questions on requirements.
• System tested the Security & Sharing Models for different roles, profiles based on Security policies & OWD settings before handing over to QA Teams.
• System tested the configuration of REST API Web Service Call outs for Opportunity and Case object work
• flows and application functionality and configuration of Inbound and Outbound call workflows.
• System tested various Call types like Call transfers, Call Hold, Conference, Click to Dial, etc.
• Conducted online training sessions in a train the trainer kind of arrangement which impacted several users.
• Assisted the Salesforce Administrator in preparing for the Data import and export from Salesforce Platform and in maintaining Users, Profiles and Roles.
• Coordinated the creation of Custom objects, adding custom fields to Standard Objects, customizing the page layouts, search layouts and related lists.
• Worked with Business and Test teams for all monthly and ad-hoc releases and issue tracking till closure.
• Coordinated UAT and provided support to business users for and end to end testing.
• Provided post production support and reviewed and analyzed Contact Center issues during warranty.

Technical Environment: MS Visio, MS Project, Saleforce.com platform, Salesforce Lightning, Apex Language, Lightning Components, VisualForce Pages, Schema Builder, Webservices, HTML, Java Script, Workflow & Approvals, Reports, Custom Objects, Lightning App Builder, Email Services, Eclipse IDE, Windows, CCI, JIRA

Confidential

Sr. Business Analyst

Responsibilities:

• Involved in all ECM implementation life cycle phases such as - Identifying Sources of Content Inventory, perform content analysis, planning, migration, testing, launch and review.
• Identified as-is and prepared a to-be through a prototype for requirements confirmation and validation.
• Created a new Governance framework to include Information Governance, IT Governance, and Project Governance.
• Prepared business unit readiness assessment for internal application enhancements and business process improvement for multiple project releases.
• Evaluated competing Pharmacy COTS products, regulatory framework, business process validation.
• Facilitated workshops with internal Stakeholders and external vendors for requirements elicitation, solution design and iterative delivery of product backlog.’
• Assisted in implementing new Kroll pharmacy software and new computer systems at 24 Pharmacies and managed training for all 250 full time and part time resources.
• Assisted Business leads to submit regulatory PIA (Privacy Impact Assessment) for Pharmacy COTS replacement.
• Reviewed the RFPs of competing vendors and evaluated the vendor products and presented the analysis based on product compatibility to internal architecture and business requirements.
• Supported the change management at the organizational level by identifying all impacted IT units and the corresponding integrated business processes in a complex IT environment.
• Implemented KRONOS Workforce Management, Forecasting and Productivity Monitoring COTS application and upgraded time clocks at 40 store locations, with a team of 3 Internal and 4 third-party Vendor Resources.
• Implemented JDA Space planner, a shelf space management COTS application with 1 Internal and 4 third-party Vendor resources.
• Worked closely with vendors and coordinated the on-site training for the new Web User Interfaces based on the identified end-user training needs for Point of sale enhancements.
• For Oil & Gas downstream applications engaged business leads for maintaining a triage of production issues and deferred requirements and delivered prioritized requirements through legacy releases.
• Coordinated and monitored task completions with internal/external (vendor resources) during migration for phase-wise solution roll out.
• Created Application Context Diagrams, Business Requirement Artifacts, Compliance documentation & PMO Stagegate artifacts for all projects.

Technical Environment: COTS, Kronos 8.1, Kroll Pharmacy Software, McKesson, JIRA, JDA Space Planner, ‘Innotas’ (Portfolio Management Tool), POS, Mulesoft, TFS, Visual Studio, Windows 2012, MSBI, Oracle ERP (HRMS/Fin), Oracle 10G/11G, SQL Server, MS Visio, MS Project, MS Excel, Power BI, Category Analyzer, Arc GIS, SharePoint 2013, SOAP UI

Confidential

Sr. Business Analyst

Responsibilities:

• Responsible for onboarding, evaluating, training and development of 4 new team members and arranged training/solution hand-off from outgoing 10 vendor resources.
• EHMS framework upgrade was implemented on .Net 4.0 Framework for processing newly installed WILD (Wayside Impact Load) Detectors and Digital HBD (Hot Box) Detectors.
• Worked closely with the QA Teams and delivered the releases with in accepted project scope, time and cost with highest quality.
• Develop and documented a governance plan for SharePoint and assist in the redesign and upgrade from .
• Created and implemented communications plan and outreach strategy for communicating governance changes, business efficiencies, and other SharePoint features.
• Configured SharePoint team sites and facilitated user acceptance testing and create additional test cases to ensure all functionality is delivered with highest quality.
• Authored functional requirements based on the needs of users. Authored a governance plan detailing the rules and policies for the SharePoint Project.
• Assisted all divisions and various departments across the company to assess their needs and develop intuitive wireframes.

Technical Environment: V-Block, SAP MM, Mulesoft, SharePoint 2013, Konfig (COTS), .NET 2.0/4.0, MQ, MS Visio, MS Project, MS Office, MS Excel, Primavera, ArcGIS, ALM, Oracle 10G, (MSBI) SSRS, HTML5, Bootstrap, CSS, ITSM, SOAP UI

Confidential

Business Analyst

Responsibilities:

• Acted as Interim PM for the ACC (Animal Care Committee) Module in a matrix organization utilizing 1 QA, 1 Business Lead, 1 Business Tester and 4 Developers.
• Provided support to Board/IT Directors from kick-off to deployment (Go-live) including business case, cost benefit analysis, ROI, WBS, implementation roadmap, risk-assessment/mitigation, invoicing, vendor management and warranty support for the new online portal.
• Responsible for all phases of software lifecycle development (analysis, design, implementation, unit test, deploy, and documentation) in a Hybrid Agile/Iterative environment.
• Facilitated Steering Committees and Change Control Board meetings and presented sponsors and business leads on project vision, progress, completion status and financial metrics.
• Facilitated sessions with diverse stakeholders for functional /regulatory requirements elicitation, business process analysis and communicated the harmonized workflows for gaining efficiencies with the improved business process flow.
• Planned the QA Testing across ACC, and ERRB modules and coordinated the UAT for approvals and signoff.
• Prepared questionnaires, structured interviews, conducted lessons-learned sessions and presented findings to stakeholders.

Office (SharePoint 2010 Interface):

• Configured and maintained SharePoint team site libraries, lists, links, views, permissions, as per business customer's requirements.
• Managed permissions, including content owners, contributors, suppliers, and visitors for (ACC) Animal Care Committee, (ERRB) Ethics Research Resources Board, Bio-Hazard Board sites.
• Facilitated workshops with key business owners to review their document management needs, SharePoint needs and created project plans and delivered ECM solution.

Technical Environment: CLICK Commerce (COTS), SQL Server, JavaScript, SharePoint 2010, JIRA, Remedy, MS Visio, MS Project, MS Office

Confidential

Business Analyst

Responsibilities:

• Assisted Sr. Project Managers and Business Leads within a matrix organization involving 5 internal QA resources belonging to 5 different IT Teams and 3 Vendor developer resources.
• Collaborated with team, architect and product owner to ensure alignment of features and design for defining the project deliverables based on SWOT, and GAP/AS-IS analysis
• Utilized Kanban method for high priority customer issues which were copied across several product lines.
• Prepared action plans, allocated tasks and facilitated periodic meetings with various teams for regular follow up.
• Collaborated with cross-functional teams to prepare project baselines (cost, scope and schedule).
• Assisted Sr. PM in assigning tasks and monitoring team progress to deliver in 4-week sprints.
• Served as the single point of contact for project scheduling and changes.
• Facilitated requirement workshops and documented the process flows impacting the complex IT ecosystem.
• Executed proof of concept implementations to validate product feasibility in a rapid development environment.
• Prepared a document repository, maintained all monthly status reports, project performance metrics, EVM analysis and lessons learned for future review and guidance.
• Traced all the requirements and tested them across Interac Web, Interac Self-Serve, CRM, Web and Mainframe systems.
• Administered and maintained all Project artifacts and compliance stage gates on SharePoint sites.

Technical Environment: JIRA, Seibel CRM, Third Party Booking Systems (Including SABRE), SharePoint 2010, MS Visio, MS Project, Quality Center, MS Office

Confidential

Business Analyst

Responsibilities:

• Assisted Sr. Change Manager in coordinating product scope changes with 4 developers and product scope validation by 3 remote QA resources.
• Identified the Cyence express OS (XOS) platform solution differentiation for various LOBS, standardizing the COTS (Commercial Off the Shelf) IT solution in an Hybrid Agile environment.
• Managed standard changes using GAP analysis and worked closely with legacy teams while bringing best practices to the forefront of implementations, reducing risk and process errors.
• Performed a training needs assessment for IT services marketing and sales teams and delivered the product configuration documentation through help/training guides for marketing/sales teams to for product demonstrations to prospective clients.
• Facilitated the sprint planning, daily scrums/stand ups, sprint check-in, sprint review and retrospective.
• Assisted and developed, tracked, evaluated, and presented, burn rate, sprint burn down reports, iteration burn down reports and velocity target updates.
• Harmonized the “Cyence” Platform with improved Business Process and associated User Workflows.
• Planned the QA effort and scheduled 3 remote QAs to test the new Workflows for Credit Cards, Retail Bank Loans, Line of Credit, Equipment Finance, Commercial Lending, and Lease Finance LOBS.
• Focused on the end to end testing scenarios and monitored the SIT with third party credit systems, financial institutions, for regulatory compliance.
• Prepared and presented the QA progress on a daily basis and maintained a triage of defects for prioritization and adding to the Sprint Backlog.
• Administered and maintained all Project artifacts and compliance stage gates on SharePoint sites.

Technical Environment: .NET, SQL Server, IIS, MS Visio, COTS Customization, ASP.Net, MS Project, MS Office, SharePoint 2010, GAP analysis, UML, RUP, HP Quality Center, Team System

Confidential

Business Analyst/Quality Analyst

• Performed the role of a BA/QA in a matrix organization for claims module implementation with IBM India off-shore resources
• Identified AS-IS analysis of internal systems Medicaid/Medicare enrollment and eligibility determination and claims processing processes and documented the prioritized process improvements.
• Interacted with Change Control Board to communicate the risk and impact analysis of all the prioritized changes for Institutional, Professional, Vision and Dental claims.
• Coordinated off-shore development and prepared up to date (Burn Rate) performance metrics (Cost, Schedule, and Scope)
• Scheduled and monitored off-shore QA team for validating the UX/ UI features within the release scope and reviewed all identified defects with Developers.
• Delivered IT solution in 4-week sprint runs and adhered to HIPPA-HL 7 regulations.
• Fixed warranty issues and delivered a transparent and reliable claims adjudication platform.
• Managed project communication and provided up-to-date project metrics and status reports to all stakeholders.
• Administered and maintained all Project artifacts and compliance stage gates on SharePoint sites.

Technical Environment: Rational Rose, Seibel, EDI Claims, Rational Requisite-Pro, Rational Clear case, XML, RUP, Oracle 9i, MS Office, MS-Project, SharePoint 2007, MS Visio, HIPAA, Quality Center, SOAP UI

Confidential, FL

Business Analyst/Quality Analyst

• Facilitated project meetings, focus groups, requirements workshops with several SMEs, Product Sponsors and IT Leads for re-engineering the Business Process flows for multiple applications.
• In an Iterative RUP environment, managed all phases of SDLC for project documentation, facilitated meetings with internal/external stakeholders for reporting risks, schedule changes, cost overruns and stage gate sign-offs and post-mortem sessions for lessons learned documentation.
• Thoroughly planned and validated the integration of mortgage payments, payrule engine, billing, lien release, credit bureaus, collections, adjustments with third-party systems.
• Administered and maintained all Project artifacts and compliance stage gates on SharePoint sites.

Technical Environment: RUP, UML, SQL, MS Office, MS-Project, Windows 2000/XP, Rational Requisite Pro, Rational rose, MS-Project, Windows 2000, ClearCase, ClearQuest, SharePoint 2007, GAP analysis, SOAP UI