SUMMARY

• 10+ years of extensive experience as a Sr. Salesforce Business Analyst with strong experience in Healthcare Insurance claims, Pharmaceuticals and Hospital Domains with a solid understanding of Business Process Flows, and Business Analysis. Detail - oriented and good documentation and process management skills
• Extensive practical knowledge of various SDLC methodologies like Waterfall, Rational Unified Process, Agile and Scrum.
• Experience in Administration,Configuration,Implementation,Lightning, and support experience withSalesforce platform.
• Strong Experience of working with the Salesforce.com platform, including Sales Cloud, Service Cloud, Community Cloud, SalesforceCPQ.
• Working with the product team to ensure there is aligned withSFDCCRM,CPQ processes and business rules.
• Experience withHPALM/QC,LIMS, Test Scripts, Pharmacopeia,HL7and /QA Tester.
• Extensive experience in gathering Business and Functional Requirements, performing Gap Analysis and Impact Analysis.
• Worked onLightning Process builderflows, Connect API,Chatterandquick Action.
• Extensive experience in Demandware and Commerce Cloud
• Experienced inCPQ(Configure-Price-Quote) End to End Process.
• Good Experience onSalesforceLightning.Experience in third party integration with ERP (Marketing Cloud, Service Cloud).
• Extensive working experience with Model-N for Pharma revenue management and global pricing management.
• Extensive Experience in installation, configuration, deployment and troubleshooting of TIBCO Active Enterprise Suite of applications TIBCO Spotfire 7.14,/10X Spotfire Web Player,TIBCO BusinessWorks, TIBCO Designer, TIBCO Rendezvous, TIBCO EMS, TIBCO Active Database Adapter, TIBCO File Adapter,TIBCO MQ Series Adapter, TIBCO Administrator, TIBCO API exchange Gateway, MuleSoft AnyPoint.
• Excellent Business writing skills in creating Business Requirement Document (BRD), Use Case Specifications, Functional Requirement Document (FRD), and System Requirements Specifications (SRS).
• Throughout Understanding of Good Clinical Practice (GCP), Good Manufacturing Practice (GMP), and Good Laboratory Practice (GLP).
• Hands on experience on Dynamics CRM forms customization using JavaScript and integration of CRMwith other web applications
• Strong experience of working with the Salesforce.com platform, including Sales Cloud, Service Cloud, Community Cloud, SalesforceCPQ.
• Experience in administration, configuration, implementation and support ofSalesforceCRM
• Experience in Full cycle implementations and up-gradations in Dynamics CRM365, 2016, 2015, 2013, 2011
• Good Knowledge of Ethics in Clinical Research, Regulatory Requirements FDA and Drug Control.
• Assisted several important teams in backing up Oracle financial projections with real data.
• Experienced in cloud technology and on-premise infrastructure integration forSalesforce.com
• Experience in acquisition of major ERP projects in various industry domains.
• Good Knowledge of Health Insurance Portability & Accountability Act (HIPAA).
• Hands on experience with solutions implementation, complex customizations, and configuring features available on Sales cloud, Service cloud, Commerce cloud & App - exchange applications.
• Experience with Bio- Analytical and Bio- Equivalence guidelines. xperience in Preparation of Master Formulae and SOPs related to the process.
• Ability to independently perform implementation, documentation, testing and updating as it relates to theSalesforcebusiness requirements.
• Experience in filling of Batch Manufacturing Records on a regular note.
• Experience in filling of Change Controls, Incident Reports, and Deviations etc.
• Knowledge of cGxPs for Pharmaceutical, Biologics, Medical Device, and Quality Systems: 21 CFR Parts 210, 211, & 820.
• I have provided Salesforce solutions to clients nationwide, ranging from Salesforce Commerce Cloud, Sales Cloud, Service Cloud,Marketing Cloud Desk.com, Salesforce1 Mobile, Salesforce Lightning Components and Lightning Apps.
• Experienced in Salesforce/Apttus CPQ (Configure Price Quote) andCLM(Contract Life Cycle management) package configurations and customizations.
• Encompassing knowledge of Software Development Cycle (SDLC) and quality control methodologies such as Waterfall, Agile & Scrum.
• Experience with 21 CFR part 11 (Electronic Records, Electronic Signatures, Audit Trails and Security events), 21 CFR part 210 and 211.
• Good knowledge and working experience with cGxP (GMP, GCP, GLP, and GAMP) standards.
• Strong Knowledge on Software Development Life Cycle (SDLC), familiar with Waterfall Agile, Sprint and V-Model.

TECHNICAL SKILLS

Software Development: SDLC, Waterfall, Scrum, Agile

Financial Planning Platforms: Anaplan, Salesforce, Demantra, Planview, TM1, Citri

OS: UNIX, Mac, Windows, Linux

Diagramming Techniques: UML - Use case, Basic Process, Dataflow Diagram, Activity DiagramData Analysis Tool - MS Excel, MS Access

Pharmaceuticals Strength: LIMS, GxP, PBM, 21CFR part 11 IQ, OQ, PQ,CTMS, Model-N, Labeling, Regulatory & compliance, Risk Management

Computer system Validation: 21 CFR Part 11, 210, 820, GxP cGMP, GCP, GLP, SOPs, GAMP, Summary Reports, Audit trails, Validation protocols IQ, OQ, PQ, SOP's, VMP's, RTM, LIMS, AERS, Audit trails, SDMS,, IEC 1497, ISO 13485, 14971, Quality Improvement tools GR R . QMS.

Office Automation: MS Project, MS Word, MS Excel, MS PowerPoint, Outlook

Databases: Oracle 7.3-10g, IBM DB2, Sybase, SQL Server 2000/2005/2008

SDLC Methods: Agile, RUP, Waterfall, Cost/Benefit Analysis, Gap Analysis, Feasibility Analysis (TDD, BDD)

Testing Tools: Win Runner, Load Runner 9.1, QuickTest Pro (QTP) 8.2-10.0, Cucumber, Jasmine

Other Tools: Microsoft Project, TOAD, MS Office, MS FrontPage, Microsoft tools, Dreamweaver, Photoshop CS, Aprimo Marketing Studio, Verite (Event Management System), Salesforce, Harte Hanks, First Logic, DNB, SAS, First Logic (SAP)

PROFESSIONAL EXPERIENCE

Confidential, Memphis, TN

Sr. Salesforce Business Analyst

Responsibilities:

• Experienced in gathering Healthcare Ambulatory and Diagnostic Requirements Coordinate and customize for Healthcare Providers, Hospital and Laboratory facilities.
• Deployed Salesforce.com CRM for Marketing, Sales and Support functions.
• Working on Commerce Cloud and Demandware
• Worked in Agile Product Development and Enhancement assignments. Worked closely with clients on a daily basis and gathered business requirements, wrote BRD andFunctional Specifications for approval.
• Involved in identifying Key Performance Indicators (KPI) and Metrics for the Dashboards.
• Perform thorough analysis of daily workflow and contribute to the workflow on the chargeback team to ensure that individual Supported for complex approval flows and integration to eSignature solution(Model-N)
• Performed internal audit around business units to verify manufacture is under procedure; Recorded control weakness findings to improve production efficiency
• Comfortable with ERP software solutions such as Enterprise One, developed and implemented ERP customizations.
• Worked on Multilanguage features of SalesForce Commerce cloud
• Responsible for Retrievingsome data and its functionality fromThird-Party API’sanddisplayedwithin the lightning component.
• Performed the role ofBusinessAnalyst, interacted with variousbusinessuser groups for gathering the requirements forsalesforce.com CRM implementation.
• Closely worked withSalesforce.com consultants while implementing the solutions for the needs of organization
• Worked extensively on Implementation, migration, custom development, and validation of Oracle-based Laboratory Information Management System (LIMS) using SQL* LIMS
• Gather business requirements and Develop EDI mapping guidelines usingTibcosoftware
• Wrote Standard Operating Procedures (SOP s) for all aspects of the validation life cycle, in accordance with FDA regulations, particularly 21 CFR Part 11 and GxP regulations.
• Created multipleLightning Components, addedCSSandDesign Parametersthat makes the Lightning component look and feel better.
• Worked on Customer Service Center on Commerce Cloud articipated in JAD sessions and interacted with technical leaders from various departments (Clinical trial, Drug Discovery and Pharmaceutical Development).
• Experience with Commerce Cloud product services and improve Customer's impact.
• Maintenance of installedManaged PackagesinLightningusing Apex. Experienced in usingData Migrationtool calledData Loader.
• EnabledAura Framework, by addingAura AttributesandAura Handlers for Eventsto focus on Logic and Interactions in Lightning Applications.
• Involved in enterprise Service Cloud implementation usingSalesforce
• Proven and progressive experience in healthcare membership or chargebacks
• Create, modify and maintain static data withinLabWareLIMSV6.0 with Pharma template V3.0 to support more complexLIMSdatabase builds.Managed internal R&D and client sponsored web based projects.Referred to medical dictionary (MedDRA). Created and maintained custom medical drug and non-drug dictionaries
• Worked with theTIBCOteam in managing requirements for messaging services for software systems.
• Experienced working in a team-oriented, collaborative environment provided by Business analysis GLP GXP Clinical, GMP Use Cases, wire frames
• Conducted Risk Assessment sessions to analyze the GxP, Business and functional impact on the user requirements with process owners, functional team and QA compliance
• Used Model-N for global pricing and revenue management for client’s manufacturing systems.
• Conducted routine internal inspections of regulated systems (GMP, GLP, and GCP) to assure validation procedures have been followed in compliance with company, divisional and department policies.
• Responsible for LIMS database, training, maintenance, routine data archrivals, backups and retrievals.
• Provide professional services in the development, configuration and revision of Electronic Batch Records for various products using Manufacturing Execution System (MES), following System Development Life Cycle (SDLC) policies and procedures. Responsibilities included Configure in MES for the different products / presentations
• Create and evolve theSalesforceMarketing Cloud strategy and coordinate go to market efforts
• Managed the development of theimplementation strategy for deployment of newERPsystem.
• Involved in mentoring the off-shore team Testers with the Trackwise application.
• Used Rational Unified Process (RUP) for streamlining the team’s development activities.
• Designed and developed Use Cases, Activity Diagrams, Sequence Diagrams, OOAD using UML and Business Process Modeling.
• Implemented and customizedSalesforcecustomer relationship management (CRM) for Marketing, Sales and Case Management also implemented sales cloud and service cloud to improve customer retention and service delivery process improvement.
• Involved in defining, documenting, and execution of the overall OQ process including the base LIMS and additional customized portions of LIMS
• Utilized Model-N and ensured adherence to complex government pricing regulations are met.
• Conducted user interviews, gathered requirements, and analyzed the requirements using Rational Rose & Requisite Pro - RUP in Clinical Phases I, II, III
• Performed Implementation ofDynamicsCRM365 Online andCRM2016 On-Premises in the organization.
• Provide inputs to development team in performing extraction, transformation and load for data marts and data warehouses.
• Responsible for preparing and validating monthly chargeback supplier reports
• Work withTIBCO, Partnership, Regulatory teams and vendors to insure proper file transmission, encryption, decryption and data validation
• Created detailed data mapping document for integrating various systems withSalesforce.com.
• Implemented and maintained a GxP compliant QM
• Customized tab worked with various standard objects like Reports, Dashboards, Cases and Solutions.
• CreatedUse Case Diagrams and Test Casesfor PHA application using JIRA
• Used Scrum Work Pro and Microsoft Office software to perform required job functions.
• Did mitigate the revenue leakage in payer and provider contract pricing and rebating processes via Model-N.
• I am involved in EHR implemented to reduce the time.
• Experienced in data warehouses and data marts for business intelligence reporting and data mining along with developing and documenting process flows for business processes.
• Analyzed Healthcare Information and developed data model for further analysis, ICD9 and ICD10 conversions, Mapping Laboratory Compendium and LO INC updates.
• Lead the project team for the implementation of the new SAP &LIMSsoftware globally including configuration of the tools and work process development
• Used Model-N and provided OCR support for automated import of 3rd party and legacy agreements.
• Used SAS extensively for match merge, append data validation, and data correction and cleansing
• Worked in Healthcare Informatics, analyzed with Medicare and Medicaid rules for system configuration.
• Maintained a good working relationship with departments such as, Research, Clinical Trial, and Regulatory departments and often communicated with them and provided technical support throughout the product development.
• Used Advanced Find feature of MSDynamicsCRM2016 and created multiple views of System entities.
• Developed C# plug-ins for several MicrosoftDynamicsCRM2016 solutions (includingCRM as web services).
• Organized meetings for the top management to discuss the issues, risks and assign actions to specific work stream owners.
• Responsible for the processing wholesaler chargeback resubmissions on a timely basis
• Extensively automating of the business workflows & processes using Tibco Spotfire to customize Customer Base and using Mulesoft migration using Mulesoft Anypoint.
• Includes development of Confidential process that ensures Official Name change completion and documented evidence of key systems such as Organizational Chart, Signature Log, Iso Train employee official name, Confidential employee Official email address as well as Username Credentials for GMP Computerized Systems. Validating the computer systems as per FDA regulations and c GXP GLP/GCP/GMP guidelines department with corrective action for the medical device.
• Creating Business Flow Diagrams, Dataflow diagrams, Activity diagrams and Use cases diagrams using MS PowerPoint, MS Visio.
• Responsible for creating contracts from templates and clause library via Model-N for client requirement.

Confidential, MA

Sr. Salesforce Business Analyst

Responsibilities:

• Reviewed administrative and clinical practices and procedures: point of care, scheduling, registration, clinical documentation, patient care, and charge entry, medical coding and diagnostic testing procedures associated with multiple business units.
• Worked with Model-N and did successfully commercialization of a product required an end-to-end strategy that maximizes revenue by eliminating revenue leakage and compliance risk while enabling profitable revenue growth in all channels.
• Interacted with the Salesforce.com premium tech support team on a regular basis.
• Responsible of execution during the installation, maintenance, qualification, andvalidationof upgrades for Quality Systems, including solutions like LIMS and Empower3, also including standalone computers and lab equipment software's.
• Maintained compliance with regulations GxP/Part11, SOPs and Quality Management Systems.
• Worked directly with business users to gather, document and implement requirements to improve Marketing campaign delivery capabilities; including enhancement project management.
• Conducted workflow, process diagram and GAP analyses to derive requirements for existing systems enhancements.
• Experience in implementing Salesforce.com CRM applications, develop complex applications, delivering user training, architectural and package implementations on Commerce cloud B2B.
• Performed the roles of Salesforce.com Administrator in the organization.
• Created quotes on the Salesforce platform with CPQ software for client requirement.
• Initiate contract membership inquiries for accurate and timely resolution of outstanding chargeback variances
• Created SAS programs that are used for data validation, statistical report generation and program validation and automated the Edit Check programs using Macros.
• Work closely withTIBCOdevelopers to design process maps and run jobs scheduled and creating backlogs as per the business line prioritization.
• Interacted with various business user groups for gathering the requirements for Salesforce.com CRM implementation.
• Assisted the implementation in GXP environment to adhere to regulatory and risk management compliance.
• Reconfigured the Auditing of system and entities in Microsoft Dynamics CRM .
• Created and maintained accuracy of theERPsystem for part numbers, bills, routings, and updates to theERPsystem.
• Improved renewal rates and revenues with proactive alerting and recommendations with Model-N.
• Review tools forLIMSdecision support to be used by the site. Analysis ofLIMSenhancements, troubleshooting issues, second tier application support and routine master data configuration as required within theLabWareLIMSapplication.
• Worked with various Salesforce.com objects like Accounts, Contacts, Leads, Campaigns, Reports, and Dashboards.
• Responsible for gathering the requirements by coordinating with the business analysts, developers and project managers, in order to better customize, and utilize the full functionality of the Salesforce.com CRM solution.
• Extensive use of Teradata SQL case statements to flag the detail records on the warehouse tables.
• Performed testing on a data warehouse platform, including data integrity and data validation.
• Assist manager in the reporting of chargeback trends
• Gathered high-level requirements for allSalesforceCRM/Community/Marketing Developed business level activity diagram utilizing UML (according to Agile Unified Process) to visualize use cases, identified gaps between the current model and future model.
• Set upERPuser profiles and train new employees on how to use theERPsystem.
• Used Prototyping method to gather additional requirements from the users in order to describe the business needs in terms of the system being created.
• Work on validating the computer systems as per FDA regulations and cGXP GLP/GCP/GMP guidelines.
• Gathered requirements and modeled the data warehouse and the underlying transactional database
• Wrote the Test Scripts and analyzed Test Scripts to check if it has covered the functionalities, which need to be in compliance with 21CFR Part 11 rules set by FDA.
• Reviewed training materials for accuracy related to SalesforceCPQfunctionality
• Experience working across various SFDC implementations that are covering Sales cloud, Service Cloud and ApttusCPQ.
• Performed Gap Analysis and Remediation procedures for LIMS modules that helped in preventing bugs.
• Assessed Risk and prioritized Change Requests and ensured the Change Requests are moved accordingly.
• Involved in complete manual testing of the application by executing all the test cases and to check the functionality of the application.
• Creation of process flow for SFDC in toCPQ, Service Cloud to OMS
• Write SAS scripts to handle high volume data manipulation and loading on to oracle/Teradata databases
• Created web service classes/methods to be consumed by Oracle Fusion andTibco
• Analyzed data and provided Statistics for new development. Provided guidance on the FDA regulatory information on drug and therapeutic applications.
• Presented data for Business Intelligence using Column, Bar diagram, Area chart,Stacked line, Pie chart and Scatter charts.
• DraftingCPQuser experience design requirements.
• Analysis of Wholesaler ordering patterns, chargeback submissions and over-all wholesaler relationships
• Worked on contract lifecycle management via Model-N.
• Responsible for writing Master Validation Plan forLabWareLIMS system.
• Developed detailed test scripts, test plans and test cases using JIRA and Confluence to do bug tracking & project management
• Configured customSalesforce.com application, utilizing custom objects/fields, page layouts, record types, reports, dashboards, workflow and triggers
• Developed custom Apex classes for Visual force page custom controllers using Salesforce.com, IDE and Apex Enhancement.
• Worked on Apttus CPQ configuration and integration.
• Implemented Quote-to-Cash (Q2C) solution using APTTUS CPQ.
• Follow 21CFR Part 11 methodologies for validated systems in a structured SDLC environment. Trained in Good Clinical Practices GCP for work with the Clinical Trials area and GXP for work in R D areas
• Worked with Management and documented progress and process in a systematic way,continue their investigation, and provide inputs for new application systems.
• Did requirement analysis for Model-N and reduced the effort and cost of audits.
• Main goal was to satisfy user's requirements and improve process development in biotech information services.
• Provided Training and Knowledge Transfer to Support Teams for Business Continuity.
• Worked on gaining insight into contract KPIs with comprehensive contract analytics and data mart (Model-N)

Confidential, Glenview, IL

Business Analyst

Responsibilities:

• Interacted extensively with various business groups, stakeholders, and users to develop the Vision Document that is aligned with corporate strategic objectives.
• Ensured that application is in compliance with21 CFR Part 11and cGxP regulations.
• Defined the current clinical and financial business processes reengineering and practices.
• Documented the "AS-IS" Business Workflows adhering to UML standards.
• Managed the application support product backlog using JIRA cards.
• Worked on Sales cloud Implementations along with CPQ/CLMfunctionalities.
• Directed the clinical trial data capture and worldwide data collection systems for various therapeutic areas.
• Responsible for successful migration of OracleERPplatform toSAPERPplatform.
• Designedand implementedaweb service to support the outsourcing of clinical trial disclosure.
• Conducted Monthly Business Prioritization meetings with the stakeholders identify JIRA cards to be scheduled for the upcoming release.
• Knowledge of cross-platform computing environment using SAS, UNIX and relational database like DB2, Teradata.
• Experienced inLabWareLIMS.LabWareconfiguration, enhancement, L3 supports, ELN, Report Generation, Stability Management, Config Package. Familiarity with GXP guidelines.
• Review, analyze, generate and report on a variety of data usingTIBCOSpotfire or Microsoft PowerBI
• Ensured that all the change controls are in compliance with GxP/PDMA regulations before they are closed out.
• Conducted JAD/RAD sessions and elicited customer requirements by organizing interviews with internal/external stakeholders and subject matter experts (SMEs) to create subject specific questionnaires for clinical trials.
• Documented User Story using JIRA to detail the business need.
• Conducted JAD sessions to define requirements and finalize the Functional Requirement Document (FRD).
• Queried, manipulated and analyzedERPdata across multiple software solutions.
• Worked on execution approvals for UAT test scripts that are automated for Regression Testing.
• Check applications, which are in compliance with 21 CFR part 11 requirements and validated those applications in accordance to FDA regulations.
• Auditing projects and computer systems and ensure that proper validation studies are carried out in compliance with FDA requirements.
• Followed a structured approach to organize requirements into logical groupings of essential business processes, business rules, functional and non-functional requirements.
• Identified use cases from the functional requirements, wrote use case specifications, and created "TO-BE Business Process Workflow" diagrams (activity diagrams) in MS Visio.
• Process data into various statistical ad-hoc/canned reports using SAS for strategic management decision making
• Conducted requirement workshops to verify and validate business requirements.
• Created use case diagrams using MS Visio to show interaction between the actors and the use cases as well as to demonstrate the relationship between the use cases.
• Responsible for working with all phases of the SDLC in theValidationprocess of LIMS.