PROFESSIONAL SUMMARY:

• A total of 12 years of experience working in IT industry as Business Analyst, SLA Based multi - location IT Support & Service Delivery.
• 5 years of experience as a Business Analyst in Cloud Implementations, SFDC Administration, Declarative Development and Functional Business Analysis, Testing & Training. Experience in Sales Cloud, Service cloud, Confidential - Confidential, Exact Target/Marketing Cloud and Force.com Platform.
• Experienced in Requirements Gathering, Analysis, Mapping Business Requirements & Business Processes.
• Experience working in Agile Methodology - Gather Requirements and create User Stories, Update Acceptance Criteria and work closely with development team for any updates/changes in user stories and involve with QA Teams in Functional Testing to identify & update defects.
• Experienced in preparing the Use cases, Data flow Diagram and Functional Requirement Documents and understanding complex business workflows.
• Expertise in identifying, developing and documenting Business and Functional Requirements Specifications (BRS) and (FRS), User Requirements Specification (URS), System Requirements Specifications (SRS), nonfunctional requirements, and Supplementary Specifications.
• Proficient in developing Use Case Diagrams, Behavior Diagrams (Sequence Diagrams, Collaboration Diagrams, and Activity Diagrams) and Class Diagrams based on UML methodology using MS-Visio.
• Create Traceability Matrix to keep the stakeholders informed of the progress of the project.
• Experienced in developing Test Cases to meet the system objectives: Unit Test Plans (UTP), System and Integration Test Plans (SITP), GUI and User Acceptance Testing (UAT).
• Perform Gap Analysis for As-Is and To-Be systems.
• SFDC Configuration& Administration: Objects, Workflows, Approvals, Process Builder, Visual Flows, User Management, Data Mapping and Migration, Validation rules, formulas, page layout, view creation, user creation and maintenance, roles, profiles, & permission sets, security settings, sharing rules, dashboards, reports, email alerts and templates, case management, Chatter and Custom Objects.
• Methodologies: Waterfall, Agile methodology, Agile Scrum
• 7 years of experience providing Global Application Support. As a Support Manager, provided global support for enterprise wide users and applications in Salesforce, Confidential, Enterprise Applications & Strategic Soucing along with multiple ITSM tools like Solve-IT, Remedy, Service-Now handling teams in different locations.

TECHNICAL SKILLS:

Technology Tools: Custom Objects, Work flow & Approvals, Reports, Dashboards, Case Management Automation & Analytic Snapshots. Sales cloud, Service cloud.

Salesforce Technology: Knowledge in Visualforce, Apex, Controllers, Triggers, Apex Data Loader, Apex classes, controllers and extensions, SOQL, SOS.

Force.Com: Apex, Controllers, Apex triggers, SOQL, SOSL, packaging and migrations.

SFDC Tools: Data Loader, Import Wizard, X-Author, Confidential - Confidential & Force.com Platform.

IDE: Outlook, Force.com IDE (Eclipse), Salesforce Developer Console.

SDLC Methodologies: Agile, Iterative & Waterfall

Databases/DB Languages: MS Access, SQL, SOQL, SOSL.

Operating Systems: Windows, UNIX

Office Tools: MS. Office

Testing: Manual Testing, End-User Testing

PROFESSIONAL EXPERIENCE:

Confidential, Boise, ID

Salesforce Business Analyst

Responsibilities:

• Interacted with various business team members to gather the requirements & documented requirements for SFDC implementations.
• Participated in Joint Application Development (JAD) sessions to identify business rules and requirements.
• Worked with business partners to understand requirements, define and optimize processes and help drive process improvements to meet business needs in Salesforce.
• Gathered requirements from end users as well as executive stakeholders. create user stories in ATK for all the sprints Administered the platform and supported various users from multiple departments
• Participated in efforts to develop and execute testing, training and documentation.
• Maintained the functional areas of Campaign management, Leads, Account, Contacts, Opportunities, Cases, Benefit Agreements, Groups, Tasks, dashboards and reports.
• Supported business processes for New Accounts, Renewals, membership enrollments, cancellations, account installation etc.
• Constructed business process flows, developed use cases and and solution design documents, built wireframe and prototypes and led reviews with customer discussions.
• Conducted business reviews, fit-gap analysis and provided recommendations to all types of user groups by understanding, analyzing and documenting the business processes.
• Performed business process analysis, document process flow using tools such as Visio, and work with the client to optimize the process from a procedural and technology standpoint.
• Owned User requirement specification, Functional specification, Traceability, Design deliverables, status reports, project plans.
• Configured/customized Salesforce.com - objects, fields, formulas, validations, workflows, approval processes, process builder, flows, page layout, view creation, user, roles, profiles, & permission sets, security settings, sharing rules, dashboards, reports, email alerts and templates, case management, Chatter and Custom Objects.
• Provided necessary documentation to the new users and updated with the necessary technical knowledge on the application for effectively handling their day to day activities.
• Work closely with QA team by invoving in Functional Testing and UAT to Test the application customization to meet the customer's requirements.

Confidential, Princeton, New Jersey

Salesforce Business Analyst

Responsibilities:

• Involved in various activities of the project, like information gathering, analyzing the information, and documenting the functional and non-functional requirements.
• Worked as SFDC Business Analyst with the Sales and Finance Team to understand various functionalities in developing online trading application which will be very optimal for users in making financial decisions.
• Act as a SPOC for supporting the key Sales initiatives to get the key information from Business team and financial team for Salesforce user groups.
• Requirement gathering sessions involving cross functional teams, business team and working closely with the development teams.
• Create Business Requirement Documents, User Stories, Use Case Diagrams, and Process Flow Diagrams etc. Designed and developed Custom Formula Fields, Field Dependencies, Validation Rules, Work Flows and Approval Processes to support various business process Automations.
• Update Training needs & assessment, including: Training delivery, Post implementation and User adoption
• Work closely with developers & business users and cross functional & business partners to gather business requirements from initiation to implementation using agile methodology.
• Work with various tools including but not limited to MS Visio & MS SharePoint etc.
• Created various Record Types, Validation Rules, workflows, approval processes Page Layouts.
• Customized and Implemented Reports & dashboards as per the investors/traders requirements.
• Developed Test cases & involved in Unit Testing, Functioal Testing & UAT.

Confidential, Milpitas, CA

Salesforce Business Analyst

Responsibilities:

• Worked as SFDC Business Analyst and Salesforce Admin supporting Flex Global Operations, Sales and Marketing teams consisting of 3000+ Salesforce users.
• Acted as Single Point of Contact (SPOC) by working with various Salesforce business processes and cross functional teams including business users, SF developers & QA team etc. for various day to day activities ranging from Requirements elicitation to UAT.
• Involved in various activities of the project, like information gathering, analyzing the information, documenting the functional and non-functional requirements and Prepare Use cases, Data flow Diagram and Functional understanding business workflows.
• Create Business Requirement Documents, User Stories, Use Case Diagrams, Process Flow Diagrams etc.
• Involved different type of custom fields like Dependent Pick-lists, Formula fields, Hierarchical, Lookup, Master-detail and many to many relationship.
• Performed the roles of Business Analyst and Salesforce administrator for deploying Salesforce.com for Sales & Marketing departments.
• Worked in Agile environment on various tasks with close deadlines.
• Involved in Salesforce.com Application Setup activities and customized the apps to match the functional needs of the organization
• Worked with Salesforce Administration team for setting up various Salesforce.com objects like Leads, Accounts, Contacts, Opportunities, Reports, and Dashboards.
• Developed various Custom Objects, Tabs, Entity-Relationship data-model, validation rules, Components and Visualforce Pages.
• Articles in multiple Instances. Worked on configuration and security aspects of Salesforce.
• Worked on page layouts, search layouts to organize fields, custom links, related lists and other components on record detail pages and edit pages. Also, created workflow rules and defined related tasks, time triggered tasks, email alerts, field updates to implement business logic.
• Worked on customizing Email templates, approval processes, approval page layouts and defined approval actions on them to automate the processes.
• Created Tender process as per the business requirements for Tenders from Opportunities.
• Activated the Quote process and setup the approval flow for necessary approvals.
• Created users, roles, public groups and implemented role hierarchies, sharing rules and record level permissions to provide shared access among different users.
• Developed Test cases for Unit Testing of the Mappings, involved in the Integration Testing and involved in fallout analysis to fix the issues.

Confidential

Salesforce Business Analyst

Responsibilities:

• Gathering requirements, collect information, and co-ordinates with all departments.
• Worked with implementing customer support project in Salesforce Service Cloud.
• Translated business requirements to smart solutions in Salesforce.com.
• Performed the role of SFDC Administrator during the course of project and involved in configuration of Organization Profile, creation of custom objects, custom fields, formula fields, triggers and workflows as per the Requirement.
• Creation of Page layout for custom object as well as standard objects for respected Profiles.
• Created Custom Objects, page layouts, Fields & relationships like Lookup, Master-Detail, Applying Sharing Rules, Search Layouts, Related List and defining Field Dependencies, Custom buttons and customizing standard objects Accounts, Contacts, Cases & Solutions.
• Convert cases from customer emails, auto-assign to respective groups & set auto-response rules if customers approached beyond the business hours.
• Defined look up and master-detail relationships on the objects and created junction objects to establish connectivity among objects.
• Defined escalation matrix and actions based on cases based on SLA timelines for different business groups.
• Developed various Workflows, Approval Process, Email Alerts, and Validation Rules to validate the data and optimize business logic, Performed AS-IS and TO-BE GAP Analysis.
• Created custom labels and used them in validation rules to parameterize the validation rules.
• Created record types and page layouts and assigned page layouts to the record types.
• Created custom report types and generated report using the report types.
• Worked closely with management and end users to accomplish requested deliverables FGS application.
• Interacting with the end users and involved in UAT and functional testing of the application.

Confidential, Sanjose, CA

Confidential SME/Salesforce Analyst

• Involved in various activities of the project, like information gathering, analyzing the information, and documenting the functional and non-functional requirements.
• Act as a SPOC for supporting the key Confidential initiatives to get the key information from Business team and financial team for Salesforce user groups.
• Requirement gathering sessions involving cross functional teams, business team and working closely with the development teams.
• Interact with Key Business users in both legal and GPO teams to gather Requirements and update User Stories, acceptance criterion and story tasks based on the requirements.
• Implemented Confidential Approval process, create Workflow rules, Templates, page layouts and how to create contract documents automatically by integrating X-Author.
• Worked closely with admin team building Custom Objects, Tabs, Entity, validation rules & Components and Defined objects and provided Field Level Security for different profiles.
• Scheduled weekly meetings with Business to gather new requirements on Salesforce Confidential Confidential and communicating the status with Development and Admin team members.
• Involved in Data migrations activities for moving contracts from Ariba to Salesforce Confidential Confidential .
• Created profiles, implemented Object & field level security to hide critical information on the profile users.
• Handled Support requests on User Management, User account management, standard and custom object customization, created custom reports and dashboards.
• Developed Test cases for Unit Testing of the Mappings, involved in the Integration Testing and involved in fallout analysis to fix the issues.
• Update Training needs & assessment, including: Training delivery, Post implementation, and User adoption.

Application Support Manager

Confidential

Responsibilities:

• Provided production support to global users in multiple applications developed in Salesforce, Java, .Net & SAP technologies using Oracle DB.
• Lead offshore - onshore teams in Application support teams by strategizing & responsible for multiple start-ups, delivery of complex Application Support.
• Provided support for more than 35 applications in various technologies and domain handling major applications in Salesforce, SAP-EP & Sharepoint Enterprise Applications, SAP-eSourcing for strategic sourcing, Confidential & Ariba for Contract Management and QuoteWin for Quote Management handling more than 50k users with ~1500 cases/month.
• Responsible and focus on Incident management, Request management, Problem management, Service Improvement & Service Level Management areas.
• Experience in Coordinating with vendors and experience in vendor management handling SAP-MDM for vendor setup, handle vendor issues during live Auctions & Bidding, RFx for Strategic Sourcing in SAP-eSourcing & provide access to Vendors/Manufacturers as external accounts in Enterprise Portal.