SUMMARY

• Around 8 years of experience as a Business Analyst dealing with versatile business solutions, which includes 4+ years of experience as Salesforce Analyst in Business Requirements Analysis, Requirement Gathering and Gap Analysis.
• Over 4 years of experience as Sales force Business Analyst and Administrator in CRM space.
• Implemented Sales and Service cloud to improve Business process, and an active contributor in Salesforce user Community,
• Developed Business Requirement Documents (BRD), functional requirement documents (FRD) and traceability matrix.
• Good Knowledge of Waterfall and Agile SDLC methodologies.
• Conducted interviews with users and Joint Application Development (JAD) Sessions for gathering requirements and developed Use Cases in UML using Visio.
• Developed Test Scenarios, Test Cases and Test Data for UAT.
• Developed training material and Conducted End user training.
• Experienced in CRM business processes like Forecasting, Campaign Management, Lead Management and Knowledge Management.
• Functional Expertise in Sales Force Automation (SFA), Marketing Automation, Partner Relationship Management (PRM), and Case Management.
• Created Custom Objects, Custom Fields, and Formula Fields, Field Dependencies, automated alerts and Email templates.
• Familiar and has Functional knowledge in Apex Classes, Triggers and writing Workflows, approval process, validation rules and Auto response.
• Provided direct support to Sales Force users during post - implementation issues.
• Installed and configured Salesforce.com AppExchange Apps.
• Generated custom Reports, Dashboards and analytical snapshot for management and various business unit personnel to provide detail information on key performance indicators (KPI).
• Experienced in data migration and integration using Data Loader and Informatica.
• Excellent communication, analytical, interpersonal, and presentation skills.
• Worked actively in various phases of System Development Life Cycle (SDLC) by implementing methodologies such as Waterfall, Rational Unified Process (RUP), Agile (Scrum).
• Skilled in Stakeholder analysis, management and communication by working with Executive, senior businesssponsors and technical specialists for proposing any new change in applications or building new applications.
• Experienced in working with SMEs and development team to design solutions for clients.
• Involved in eliciting requirements using documents analysis, requirement workshops, brainstorming, use cases and workflow analysis
• Prepared Business Requirements Documents (BRD), Functional Requirements Specification (FRS), System Requirements Specification (SRS)
• Developed Use Case Diagrams, Sequence Diagrams, State Diagrams and Activity Diagrams using UML to make developers understand thebusinessand system needs.
• Experienced in facilitating and conducting Joint Application Design (JAD), Rapid Application Development (RAD), interviews, workshops and requirement elicitation sessions with stakeholders and end-users.
• Tracked, validated and communicated requirements using Requirement Traceability Matrix (RTM)
• Gathered and prioritized requirements using various techniques including Delphi and MoSCoW.
• Performed SWOT Analysis, Risk Analysis, Root Cause Analysis and GAP Analysis between As Is and To Be workflow models for conducting Enterprise Analysis.
• Proficient in writing Test Plans for Unit Testing, System Integration Testing and User Acceptance Testing (UAT)
• Collaborated with the technical team / Development/ QA teams to resolve issues/defects towards the satisfaction of the users. Participate in design reviews and provide input to the design recommendations.
• Experience in managing multiple projects concurrently by using exceptionally strong organizational skills, analytical, problem solving, decision making, leadership skills and Project management skills to work and deliver under pressure /critical deadlines.
• Highly initiative, self-motivated with excellent communication skills, Conflict resolution and presentation skills.
• Highly collaborative team player with extensive Customer Relationship Management (CRM) skills, also possess excellent facilitation and mentoring skills and ability to prioritize tasks according to businessneeds.
• Excellent communication and inter-personal skills, accustomed to working in both large and small team environments.

TECHNICAL SKILLS

Project Management Tool: MS Project

Business Modeling: MS Visio

Business Management Tools: Six Sigma, Process improvement

Defect Tracking Tool: Mercury Quality Center 9.2, JIRA.

Requirement Management Tools: Rational Requisite Pro

Salesforce.com: Apex Class, Workflow, Validation, Approval Process, Trigger, Reports, Dashboards and Visual Force (Pages, Component & Controllers) Security Controls, Email Templates.

SFDC Utilities/Tools: ETL tools like Force.com Data Loader and Informatica

Databases: Oracle 10g/9i, My SQL

Methodologies: Agile, Scrum.

Operating Systems: Windows 2003/XP/2000/NT/98/95, MS-DOS, Linux.

CRM: Salesforce.com, Siebel 8.0/7.8/7.7, Siebel Client Applications, Siebel Tools, Configuration

Siebel Modules /Verticals: Siebel Finance, Siebel eCommunication, Siebel eClinical, Siebel Call Center, Siebel ePharma

PROFESSIONAL EXPERIENCE

Confidential, San Francisco, CA

Salesforce Business Analyst

Responsibilities:

• Performed roles of business analyst and administrator in the company.
• Interfaced directly with clients, super users, and management team to create a comprehensive Functional Requirement Document.
• Conducted GAP Analysis and enhanced business process by integrating with Sales force vanilla processes.
• Regularly interfaced with clients during scoping, development and implementation to ensure solution met the requirements and to prevent scope creep.
• Configured Sales force roles/profiles, accounts, contacts, views and account planning.
• Implemented call center management functionalities to retention and monitor customer activities.
• Created landing page and survey form with force.com sites and visual force.
• Created triggers using Apex class to meet the business requirement.
• Migrate code using change set and Force.com IDE.
• Developed and managed dashboards and reports for all team functions at both management and individual level.
• Implemented data migration and integration between Legacy system and Sales force CRM using Data Loader.
• Assisted with UAT, documentation and refresh of sandbox environments.
• Developed training material and Conducted End user training.

Environment: Saleforce.com platform, Apex, Visual force, 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.

Confidential, Cupertino, CA

Salesforce Business Analyst/Administrator

Responsibilities:

• Developed, gathered and documented the business needs of clients and stakeholders.
• Organized and validated the requirements and ensures that all are traceable and measurable.
• Implemented Sales cloud and incorporated the enhanced features as required to streamline the business process.
• Designed and maintained user roles, security, profiles, workflows, approval processes, and validation rules.
• Assisted in user acceptance testing (UAT) process including creating and validating UAT scripts and coordinating UAT process with users.
• Designed customizations and configurations of SFDC objects, page layouts, workflows, document templates, data fields, reports and dashboards according to the business need.
• Imported excel based customer information records in to Accounts, Contacts and Cases using Data Loader and Import Wizard.
• Modified Opportunity and Pipeline by customizing various stages to help prospect better and enabled forecasting.
• Designed escalation rules, automatic case generation and their escalation to call center representative, and generated email alerts for quick issue resolution.
• Developed, documented, and executed test plans to assess the integrity and accuracy of business processes, module functionality setups and modifications, enhancements, customizations, and patches.
• Assisted the PM in capturing and reporting project measures to the appropriate stakeholders.
• Managed resources and project timeline using MS project based on Statement of Work.
• Created custom Dashboards for Sales manager’s home page to reflect their sales quota and sales team’s performance against the forecast and provided accessibility to dashboards for authorized people.

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

Confidential, Fairfax, VA

SFDC Business Analyst

Responsibilities:

• Interacted with stakeholders, managed stakeholder responsibilities through continual communication.
• Facilitated meetings with stakeholders through various elicitation techniques like JAD sessions, brainstorming, and interface analysis to identifybusinessneeds and rules.
• Established constant communication with the Project Manager and development team during different stages of the agile life cycle.
• Analyzed requirements and created use cases diagrams and activity diagrams using MS Visio.
• Created Use case descriptions and prototype to communicate those businessesneeds to the development team.
• Tracked and managed the requirements using the Requirement Traceability Matrix (RTM) which facilitates to trace the artifacts produced by the team throughout the project.
• Conducted structured walkthrough to conform the elicitation results to end users, developers and managers
• Prepared training manuals and guidance documents by working withbusinessand technical teams.
• Performedbusinessrequirements traceability testing using the Requirement Traceability Matrix (RTM)
• Analyzed impacts of proposed solutions with the communication of key stakeholders.
• Collaborated with QA team in preparing test data for positive and negative test scenarios as per application specifications and writing test plans.
• Analyzed and evaluated the performance of the application from various dimensions and conducted User Acceptance Testing (UAT) for successful implementation.
• Conducted bug triage meetings to prioritize bugs in order to help streamline the QA efforts
• Used Quality Center for tracking defects that were reported to development team during System testing and UAT.

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

Confidential, Norwalk, CT

SFDC Business Analyst and Administration

Responsibilities:

• Interacted with various business team members (JAD Sessions) to gather the requirements and documented the requirements.
• Created complete As-is and To-be business process flow
• Involved in handling Change Requests and its management. .
• Worked with various salesforce.com objects like Accounts, Contacts, Leads, Campaigns, Reports, Dashboards
• Developed and configured various Custom Reports and Report Folders for different user profiles based on the need in the organization.
• Worked with Biz 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.
• An end-to-end exposure on force.com business cloud applications Analysis and development.
• Supporting BAT and UAT with testers.
• Developed Custom Objects, Custom Reports and configured the Analytic Snapshots to dump the data on regular basis for the sales performance and lead generation statistics.
• Created and deployed Several Reports using salesforce.com platform.
• Developed and deployed workflows wherever necessary.
• Performed the roles of Salesforce.com Analyst and Administrator in the organization.
• Used the sandbox for testing and migrated the code to the deployment instance after testing.
• Interacted with the Salesforce.com premium tech support team on a regular basis.

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

Confidential

Business Analyst

Responsibilities:

• Gathered business, system, and functional requirements by conducting detailed interviews with business users, stakeholders, and Subject Matter Experts (SME's)
• Implemented the entire Rational Unified Process (RUP) methodology of application development with its various workflows and activities.
• Identified and developed Use Cases from the business and systems requirements. Documented high level and detailed Use Cases to include all the functionalities of the new system.
• Served as liaison between the functional and technical team.
• Gathered the functional and business requirements by conducting JAD sessions.
• Followed the UML methodology to Create UML Diagrams including Use Cases Diagrams, Activity Diagrams, Sequence Diagrams, Data Flow Diagrams (DFDs), ER Diagrams using Rational Rose and MS Visio.
• Facilitated meetings with developers, system analyst and testers to collaborate resource allocation and project completion using MS Project.
• Designed and implemented basic SQL queries.
• Supervised the User Acceptance Testing (UAT) to test the usability of the application.
• Maintained weekly status reports using MS Project.

Environment: J2EM, XML, SQL Server 2005, HTML, RUP, MS Project, MS Office Suite, Dreamweaver

Confidential

Jr. Business System Analyst

Responsibilities:

• Conducted joint requirements planning sessions as a facilitator to gather requirements from the business area.
• Implemented RUP and followed an iterative Use-Case driven process for requirement documentation and deployment.
• Understood and articulated business requirements gathered from user interviews and then converted these business requirements into technical specifications.
• Identified, gathered, analyzed, prioritized, and documented all the system specific requirements
• Performed GAP Analysis to figure out what we have and what we want to have.
• Created Use Cases, activity report, logical components to extract business flows and workflows involved in the project using UML and Microsoft Visio.
• Participated in meetings with developers, Project manager and Quality Analyst to discuss business requirements, test planning, resource utilization, and defect tracking.
• Conducted JAD sessions with stakeholders and business users and managed conflicts using Conflict Management skills.
• Worked closely with the UI team to model the screens, which met user, define requirements and also company standards.
• Communicated all the requirements to the developers in an understandable manner.
• Performed a Change Management Role to make software compatible with different means.
• Identified Test execution method: Manual/Automated. Read and Understood Test cases and identified the frequent functions.
• Interfaced with Quality Analysts during unit testing, integration testing, system testing, and user acceptance testing.
• Developed user presentation and training manuals per project specification and timeline.

Environment: MS Office, Waterfall, UML, MS Visio, GAP, SWOT analysis.