SUMMARY:

• Versatile IT professional with 7+ years of business and systems analysis experience working with CRM (4+ years of Salesforce) in IT, Business operations, Sales, Supply Chain and Business Controlling functions. Worked in various aspects of IT Project Life Cycle, have performed Business Analysis, Coordination, Documentation and Training within several large projects.
• Implemented and delivered projects under Agile SDLC and Test Driven Methodology with large and small team Projects.
• Experience in working with clients to map out their existing Business Processes and providing system - based solutions that increase efficiency and reduce operating costs.
• Experience in Scoping Phase, Gap Analysis, Testing, and Implementation Phase.
• Strong Requirements gathering experience using JAD Sessions & Conducting User Interviews and preparing functional documents like Use Cases, Software Requirements Specifications (SRS).
• Advanced and broad-based knowledge of general IT concepts, working with strategic clients and maintained high level of confidentiality.
• Good experience in maintaining project data and providing information to employees on various matters.
• Has proven track record in dealing with project contractors & vendors both onshore and off shore.
• Experience in liaising with various departments in the company including operations and HR process.
• Excellent communication and team-building skills as well as ability to manage multiple tasks.
• Possess strong presentation and customer service skills, managerial and supervisory skills, training & facilitation skills.

TECHNICAL SKILLS:

CRM: Salesforce

Documentation Tools: UML, MS Office (Word, Excel, Power Point, Project), MS Visio, IBM DocLib, JIRA

SDLC Methodologies: Waterfall, Iterative, Rational Unified Process (RUP), Agile

Reporting Tools: MS Office Suite

QA Tools: Quality Center, Rational Requisite Pro, Clear Quest

PROFESSIONAL EXPERIENCE:

Confidential, CA

Senior Business Systems Analyst

Responsibilities:

• Work with client management and user groups on effective use of Salesforce.com to identify opportunities, needs and gaps.
• Involved in creating gap analysis document, clearly identifying the data, business process and work flows of the organization with respect to salesforce.com implementation.
• Involved in gathering customer requirements from business user teams and documenting them, creating requirements matrix.
• Working on Project Management Plan, coordinating with off shore team for development work.
• Provide support for go-live for the initial phase of the project.
• Own UAT documents, chaired UAT sessions and coordinated on bugs and resolution.
• Researched about vendors and tools for training, coordinated with management on selection of the same based on various criteria.
• Created Training modules using Walk-me for user groups.
• Installed, configured and supported Calendar Anything to manage diverse group calendars, updated user home page components.
• Work on Role Hierarchy, Custom Profiles and public Groups creation and user management.
• Work on updating existing Validation Rules, creating new ones, Workflow rules as well as email templates, Record Types, Page layouts and Field Level security.
• Work on Reports and Report Types as well as Dashboards.

Confidential,SFO

Senior Business Systems Analyst

• As a Senior Business / Systems Analyst, support Operations and Salesforce functionality on Sales and Service Clouds.
• Understand internal business operations in order to develop solutions that optimize business processes and facilitate decision making.
• Collaborate with various business and product owners and teams to understand issues, document resolution methods used to resolve issues.
• Evaluate requests for new tools and capabilities. Facilitate discussions, guide business partners, requirements and constraints, offer recommendations, and lead execution from idea to implementation.
• Understand value of user friendly based solutions, serve as a technical expert and share perspectives based on a combination of industry best practices, technical knowledge, past experience and personal research.
• Analyze, configure, develop, and support Salesforce.com applications, and other cloud applications, to meet the day-to-day needs of the business.
• Develop integration interfaces and logic and follow agile methodology for application release & test phases.
• Balances software functionality with user experience (fitness of purpose and fitness of use). Perform technical transition/handover once project(s) are completed.
• Balance design of new tools and capabilities with required support and overhead (SDLC management).
• Partner directly with business stakeholders and work effectively with internal as well as offshore partners.
• Develop regular and ad-hoc reports / dashboards as requested by user groups or stakeholders, perform analysis on data as required.
• Develop and deliver training as new features/applications are rolled out. Employ a high level of interpersonal and communication skills to deliver technical assistance relying on instruction and pre-established guidelines.
• Achieve and maintain a defined performance standard, including but not limited to; case documentation and closing requirements, resolution, productivity and customer satisfaction.
• Work on Case Resolution for Sales, Underwriters and I&M teams from Large and Core Business Groups. Provide Prompt and complete resolution to technical requests and business issues that have been logged.
• Work with executives and management from other groups such as Finance, HR and legal to improve their takeaways and for regular reports and dashboards.
• Post tips and updates made to the Salesforce User Community within the company. Participate in training activities to maintain technical scope, and to broaden knowledge of the Salesforce product.
• Search and retrieve solutions from various information sources. Share best practices with team members to enhance quality and efficiency of customer support and contribute to the knowledge base.
• Active member of yearly Product Cycle.
• Establish a consistent schedule of analytically-driven deliverables and proactively present findings and actionable plans on a consistent basis within the team as well as to all levels of the business, marketing and management team.

Confidential,CA

Business Analyst

• Interacted with various Business users to gather enhancement requirements and involve in scrum meetings.
• Performed detailed analysis of business and technical requirements and designed the solution by customizing various standard objects of SalesForce.com (SFDC).
• Designed Surveys, created various PDF documents for Opportunity Management Team.
• Interact with various Business users across various LOB’s to gather user stories to gather enhancement requirements following Agile SDLC Methodology.
• Involved in daily scrum meetings and coordinated with the project team members.
• Generated and tracked issues, project status, SWOT and other related documents for review and facilitated the development of business requirements applying Joint Application development (JAD) sessions
• Proficient in creating use cases, Coordinated testing with business users. Delivered UAT Kickoffs, managed defects and their solutions. Chaired daily UAT outcome meetings.
• Responsible for relevant project communications and training materials
• Worked on Project Status monitoring and reporting in the group. Responsible for identifying Program Critical path, KPIs, Risks and dependencies.
• Supporting the senior project manager with project planning, project definition, requirement definition, requirements gathering, analysis, design, testing, system documentation and user training.
• Developed several Custom Reports & Dashboards that are used by Business users and Managers.
• Worked as onsite and offshore support for the client.

Confidential, CA

SystemsAnalyst / Change Control Coordinator

• As a Systems Analyst, was part of the Client’s User Acceptance Testing team.
• Act as a liaison and coordinated with IT teams for process functional requirements, Business and Systems Requirements as well as other relevant documentation that might be required by the client team.
• Own the traceability matrix for tracing of requirements to the process documentation.
• Defect Management as a member of user acceptance testing team of the application using ClearQuest.
• Managed and ran Defect reports for the team and management.
• Coordinated with technical team to resolve defects as well as track them for future enhancements.
• Work with the client and IT teams in qualifying defects, checked SQL queries for test results and coordinate with technical staff in identifying rules for the generation of Incidents and work activities within the system.
• Prioritize requests and coordinate with different stakeholders to meet deadlines.
• Coordinated with other teams such as Business Objects for efficient Reports requirements as well as operations teams for executing User Acceptance Testing.
• Work in production verification, manage defects and represent the client in regular meetings to discuss the same.
• Ensured that standardized methods and procedures are used for efficient and prompt handling of all changes in the project and process, in order to minimize the number and impact of any related incidents upon service.
• Coordinated the flow of documents surrounding any changes to the ongoing project, manage changes to the Process documents.
• Duties included documentation of the change request, follow guidelines and ensure that all change requests are approved by the appropriate person.
• Worked with project managers and support in prioritizing change requests and maintain the change log.
• Reviewed all implemented Changes to ensure that they have met their objectives and refer back any that have been backed out or have failed, produce regular and accurate management reports.
• Reviewed all implemented and outstanding change requests for appropriate status.

Systems Analyst

Confidential, CA

• Interact with clients and other stakeholders to understand current and future business needs as they relate to the applications supported.
• Drive the work process and help in prioritizing requests in partnership with appropriate clients.
• Create/review business and system requirements for design and construction.
• Ensure the functional design is consistent with business and system requirements.
• Working with cross-functional teams to conduct technical reviews of artifacts such as but not limited to Business and Systems requirements, Logical and Physical design, Test Plans and test cases.
• Conducted reviews, ran SQL queries and found early findings for incompleteness and ambiguity that can potentially create rework and increased costs for the project.
• Work on project estimates, highlight and escalate critical and/or unresolved issues within the project.
• Establish superior relationships with all levels of functional departments.
• Interface with vendor and client developers to answer application and requirements questions and resolve issues related to work assignments.
• Coordinate with technical teams about providing technical support and resolving issues.
• Responsible for relevant project communication and training materials.
• Manage and coach consultant(s) about the company’s processes to deliver on-going support for application across onsite - offshore engagements .