SUMMARY

• Over 5 years of IT experience in Salesforce.com as a Consultant, Analyst and Admin.
• Experienced CRM business analyst with expertise in Salesforce platform - including administration (Need Analysis, Configuration, Documentation, Training, Reporting, Project management, and Deployment), - Full SDLC experience (s), Sales/Service/Marketing cloud, and Business Analytics
• A Business Systems Analyst with excellent analytical, problem solving and communication skills. Proficient in business analysis, requirements documentation and software training.
• Experience in collaboration with Stakeholders, Business Users, Development team, Quality Assurance team.
• Well versed with Agile-Scrum and Waterfall SDLC & Processes. Proficient in planning resources and capacity for project and working with QA team in developing Test Scripts, Test Cases and Test Plans for the User Acceptance testing.
• Expertise across implementation for Salesforce - sales cloud, service cloud, marketing cloud
• Skilled in performing Gap analysis and Impact Analysis by identifying existing technologies, documenting the enhancements to meet the end-state requirements.
• Provided training and support to business users.
• Experience in working with onshore-offshore teams.
• Rich experience on business analysis tools like JIRA, MS Excel, Power Point, Visio and MS Word.

Areas of Expertise

• Leadership ability capable and comfortable working within a team
• Experience as a customer consultant with strong interpersonal skills and broad business, technical and industry knowledge
• Good listener and strong collaborator with internal and external partners
• Excellent time management skills and ability to prioritize multiple in-progress projects while keeping all projects on track
• Ability to learn quickly in a dynamic environment
• Ability to multi-task and perform effectively under pressure
• Ability to comprehend, develop and effectively execute business plans
• Capable of operating under pressure and on a dead-line
• Demonstrated project management skills, including the ability to communicate well with business owners and technical staff for effective scope control and timely project completion
• Strong customer focus and client communications
• Ability to document business and technical processes
• Communicate daily with stakeholders globally regarding business and technical issues internally and externally

PROFESSIONAL EXPERIENCE

Confidential, AZ

Sr. Business Analyst

Responsibilities:

• Conducted Business Requirements gathering sessions in the form of brainstorming session with business stakeholders.
• Managed requirements phase wise implementation; the main phases are Sales cloud with standard and custom and objects, data migration, integration with other application.
• Communicate client business stakeholder’s requirements by constructing easy-to-understand data and process models.
• Provide input into implementation to meet client needs and develop business specifications to support these modifications.
• Coordinated with team on Daily Scrum
• Reviewed test cases and performed System Integration Testing
• Created customized reports and dashboards for business

Confidential, AZ

Sr. Business Analyst

Responsibilities:

• This implementation was about 8 programs to be transferred from CPR+ to Salesforce domain
• Analyzed documents and data, prepared use cases, flowcharts and ERDs, and planned stakeholder engagement
• Elicited requirements from marketing and sales department stakeholders, overcoming inter-departmental conflict to achieve integrated business process and product development solutions
• Documented Solution Design Documents, user stories and acceptance criteria and maintained product backlog, tracked requirements in JIRA
• Managed Offshore Apex development and QA teams as the product owner on daily scrum calls, accomplishing clear communication among junior to senior developers, and among stakeholders with English as a second language
• Achieved alignment from a diverse set of stakeholders via PPT presentations and POC demos / playbacks
• Reviewed test cases and defects reported internally, and established system access and training for UAT
• Performed product validation and created and monitored reports post deployment, to confirm expected behavior of released items
• Onsite visits for requirement gathering and training for end user
• Guided stakeholders in prioritization of enhancements and code changes for defect resolution
• Developed a plan to reduce the number of open cases while ensuring user satisfaction, improving communication channels, automating response processes, and increasing client confidence in the response team and in the overall product

Confidential, AZ

QA lead/Salesforce Administrator

Responsibilities:

• Prepared test scenarios and test cases in Jira
• Executing the test cases and pulling the report in Jira
• Performed Production Validation
• Drive the call and create bugs and assign to developers
• Resolved tickets raised by business and provided solutions and performed troubleshooting
• Created Users in Production and maintained the user profiles
• Uploaded data into production from Legacy system to Salesforce using data loader
• Created Reports and Dashboards for client

Confidential, CA

Business Analyst/ Salesforce Administrator

Responsibilities:

• Hard Dollar integration
• Onsite visits for requirement gathering and training
• Prepared End User Training Document
• Owned all aspects of Sales Cloud implementation from initial kick-off to go-live date
• Introduced Lightning feature and implemented this project in Lightning
• Task and Activities for agents to follow-up and progress on their daily work
• Guided key design and business decisions to optimize product performance for current and newly advised business processes
• Created users, custom fields, master-detail relationships, profiles, roles and hierarchy structures, workflow rules, and reports and dashboards
• Standardized and imported data
• Performed playbacks and training sessions to streamline user adoption, and succeeded in addressing company’s key pain points and increasing company revenue through Sales Cloud implementation

Confidential

Salesforce Administrator

Responsibilities:

• Introduced Salesforce capabilities and features, and recommended products/editions most relevant to company’s business needs
• Performed as the lead on all data analysis and standardization activities, and on all configuration activities including
• Web-to-Lead and automated lead assignment, custom object creation for support processes, approval rules for drafted contracts, security setups, price books, workflow rules and custom reports and dashboards
• Managed sandboxes, created change sets, and deployed enhancements to production
• Aligned new users internationally through POC demos, user manuals, and training sessions
• Provided ongoing Salesforce administrative support, continuing to improve/increase communication, performance visibility and measurability, and bottom line.

Confidential, CA

Salesforce Administrator

Responsibilities:

• Owned all aspects of Sales Cloud implementation from initial kick-off to go-live date
• Introduced Lightning feature and implemented this project in Lightning
• Task and Activities for agents to follow-up and progress on their daily work
• Collected and analyzed raw data from various sources, created requirements gathering templates, created and analyzed use cases, and elicited and finalized requirements via email communication and online conferencing
• Guided key design and business decisions to optimize product performance for current and newly advised business processes
• Created users, custom fields, master-detail relationships, profiles, roles and hierarchy structures, workflow rules, and reports and dashboards
• Standardized and imported data
• Performed playbacks and training sessions to streamline user adoption, and succeeded in addressing company’s key pain points and increasing company revenue through Sales Cloud implementation.

Confidential

Business Analyst/Salesforce Administrator

Responsibilities:

• Provided support in Pardot, Service Cloud, Desk.com, Quote-to-Cash, DocuSign, project management tools, and data cleansing integrations/implementations, through additional Confidential projects:
• Analysis of work and getting confirmation from client and allocating work to the team members.
• Managed the team and ensured quality deliverables.