SUMMARY

• Over 7 years of IT Experience as a Business Analyst with 4+ years of extensive experience as Salesforce Business Analyst and Salesforce Administrator.
• Experience with full Software Development Life Cycle (SDLC) from Business/Functional Requirement Gathering, Design, Documentation, Testing and Deployment of some very potential Enterprise level applications.
• Extensive experience in developingSalesforceCRM applications by leveraging the Sales Cloud, Service Cloud, Marketing Cloud, and Community Cloud.
• Experience in Lead Management, Case Management, Lead - to-Order Management, Web-to Case, Email-to-Case functionalities, and Salesforce Automation.
• Hands on experience with Salesforce.com platform in creating Custom Objects, Custom Fields, Picklists, Validation Rules, Page Layouts, Reports, Dashboards, Assignment rules, Workflow Rules, Workflow Actions, Approval Processes, Profiles, and Email Services.
• Experience in implementing Security/Sharing rules, configured Permission sets, Field level security, Record level security at different hierarchical levels of organization.
• Highly skilled in customizing standard objects like Campaigns, Leads, Accounts, Contacts, Opportunities, and Cases as needed.
• Expertise inSalesforceData Validation, Sales, Marketing, Customer Service and Support Administration.
• Experience in Object Oriented Analysis and Design (OOAD) and understanding of the Force.com architecture to provide guidance and direction to the customer.
• Well-versed with Agile and Waterfall Methodology with extensive experience in Agile Scrum Framework.
• Lead the planning meetings, system analysis, development, test inspections, etc. throughout the project life cycle.
• Created and deployed several reports using Salesforce.com platform.
• Experience with working in cross-functional teams, identifying and documenting the changing requirements and supporting sales/marketing efforts.
• Experience with working on Eclipse IDE with Force.com Plug-in.
• Proficient in configuring and administrating Salesforce CRM environment.
• Great interpersonal and communication skills, focused, self-motivated, organized, team oriented and a quick learner.

TECHNICAL SKILLS

Salesforce.com: Sales Cloud, Service Cloud, Leads, User and Case Management, Lead-to-Order, Custom/Standard Objects, Validation Rules, Relationships, Workflows & Approvals, Data Loader, Reports, Dashboards.

SFDC Tools: Force.com Eclipse IDE Plug-in, Force.com Explorer, Force.com Data Loader, Force.com Platform, Force.com Migration Tool.

Management Tools: Atlassian JIRA, Artisan, Rational Rose, Aha Roadmap

Methodologies: Agile (Scrum, Kanban), Waterfall

Databases: Oracle, MySQL, SQL Server, MS Access

Operating Systems: Windows - XP, 7, 8,10, Windows Server 2000, 2003, Mac, UNIX/Linux

PROFESSIONAL EXPERIENCE

Salesforce Business Analyst

Responsibilities:

• Identify, analyze and document the business and functional requirements, communicate with product owner and business team about project status, problem solving and design solutions.
• Responsible for writing user stories in JIRA, testing them, creating and maintaining backlogs and sprint reports.
• Report about issues in development and affected timelines to the management much in advance to mitigate risks.
• Create validation rules to check the accuracy of data entered by the user and display appropriate message dialogue based on the validation criteria.
• Assist QA team with performing acceptance tests based on acceptance criteria and with conducting testing as needed.
• Involve in UAT, and provide support during the UAT.
• Following Agile Scrum methodology for project development.
• Design the Organization Wide Default settings for the Standard and Custom objects to give various levels of access to various users.
• Create formulas, relationships, page layouts and workflow rules across various objects and fields.
• Work on creating new custom objects and custom fields to accommodate proposedbusiness changes.
• Working on Accounts, Contacts, Leads, Opportunities and other standard objects, their fields, and layouts.
• Extend native SFDC reports to leverage custom fields in creating more efficient reports and dashboards.
• Perform deployment activities using change sets and Eclipse IDE.
• Implement case automation to track and solve customer's issues to form a common platform to addressuser’s issues.
• Maintain troubleshooting guide forSalesforceissues to have immediate solutions.

Salesforce Admin/Business Analyst

Responsibilities:

• Implemented new customer support solution usingSalesforce.com Service cloud.
• Maintained and improved existingSalesforceimplementation.
• Served as a liaison between SME's, Project Manager, IT and QA leads and stakeholders to ensure accuracy in thebusinessimplementation.
• Participated in weekly meetings with key stakeholders in preparing Gap analysis, Risk analysis, prioritizing pain points, project planning and identifying project scope.
• Documented use case scenarios using UML diagrams including activity and sequence diagrams.
• AuthorizedBusinessRequirements Documents and Functional Requirement Documents for the Service cloud implementation modules.
• Developed a Web-to-Lead functionality forvertrue.com site, which directly leads toSalesforce.com CRM.
• Created custom objects and fields for transactional and contractual information.
• Designed custom tabs, validation rules, approval processes and auto-response rules for automatingbusinesslogic.
• Utilized and integrated Sales and Service Cloud as part of application development.
• Created page layouts, search layouts to organize fields, workflow rules, related lists, and other components on record pages.
• Implemented pick lists, dependent pick lists, lookup and master detail relationships, validation and formula fields on custom objects.
• Used field level security with page layouts to manage access to certain fields.
• Redefined case management structure for effective customer and user issue support.

Salesforce Business Analyst

Responsibilities:

• Lead implementation and migration of various business units into SFDC.
• Managed requirements by maintaining traceability and change control.
• Worked with the line of business to elicit, analyze and document complex business requirements.
• Documented the functional and non-functional requirements in detail and validated the same with the Business Unit.
• Managed SFDC roadmap, including portfolio and project management, backlog review meeting, sprint planning, and release management.
• Provided feedback to the Project Manager on assumptions, issues and risks by providing mitigation solutions as needed.
• Developed and maintained test plan and test cases based on functional and non-functional requirements.
• Coordinated with developers to test and verify that solutions meet the business requirements and conducted root cause analysis on required test results.
• Conducted knowledge transfer to the support teams during the project implementation phase.
• Participated in key meetings with client for requirement sessions, system demos, user acceptance testing and end user training.
• Worked on data migration from various orgs into a single org on SFDC platform.
• Analyzed fields of various objects, differences among different datatypes, performed data validations, and formulated a plan for migration process.

Salesforce Business Analyst/Admin

Confidential

Responsibilities:

• Worked closely with Product Owner and Business Unit to understand the high-level requirements and translate into functional and technical requirements and develop system design.
• Created and delivered the project documents such as User Requirement Specification, Functional Requirement Specification, System test summary and UAT summary.
• Met with C-level executives to assess their current business needs, gather requirements, and walk the client through solutions and capabilities of the Salesforce CRM platform.
• Created and managed administration processes including workflows, validation rules, approval process, assignment rule, list generation.
• Developed reports, dashboards, work-flows and processes to continuously monitor data quality and integrity.
• Administered security, permission sets, user management, profiles, roles, permissions, rules, assignment rules, queues, licenses, database and storage management.
• Analyzed and designed matrix information sharing structure for Sales organization using Salesforce.com.

Business Analyst

Confidential

Responsibilities:

• Gathered, analyzed and documented business and functional requirements from clients and business users.
• Translated business needs to create high-quality Business and Functional Requirements documents within specified time frames to solve most complex problems.
• Effectively communicated with internal teams and external clients to deliver functional requirements.
• Assisted in the development of data models and interface design specifications.
• Worked closely with Business units to develop business scenarios.
• Suggested areas for improvement in internal processes along with workable solutions.
• Documented, tracked, and resolved issues related to data quality.
• Configured and conducted tests on applications to check if business customer specifications are being met.
• Analyzed the test data, test environment and execution plan to conduct Business user testing.
• Conducted Business User Integration Testing and User Acceptance Testing.

Business Analyst

Confidential

Responsibilities:

• Elicited requirements by conducting interviews, workshops, surveys, and through business process descriptions, use cases, task and workflow analysis.
• Analyzed business requirements, evaluated and documented workable solutions.
• Created and maintained workflows, approval processes, and validation rules based on internal business requirements.
• Worked directly with and served as a liaison between business units, development teams and support teams.
• Collaborated with other project teams and worked on identifying current and future business needs.
• Monitored business processes to determine potential process and system improvements and automation opportunities.
• Prioritized support issues to solve mission critical issues first.