PROFESSIONAL SUMMARY:

• 7 years of experience as a Business Analyst in CRM Salesforce platform including but not limited to: Salesforce administration, project management, operational analytics, and quality assurance
• Experience in administration, configuration, Implementation, and Support of Salesforce.com CRM and Salesforce.com applications
• Extensive experience in designing: Custom Objects, Custom Tabs, Custom Fields, Picklist, Role Based Page Layouts, Workflow Alerts and Actions, Workflow Approval, Profiles, Role based hierarchy, Sharing Rules, Validation Rules, Case Management, Custom Reports, Dashboards, Report Folders, Report Extractions to various formats and Email generation according to requirements.
• Implemented call center management functionalities to retention and monitor customer activities.
• Expertise in configuration and customization of salesforce.com application.
• Experienced in Data Migration, Integration, Force.com API design.
• Solid experience in Managing Leads, Campaigns, Offers, Products, Pricing Lists in Salesforce.com.
• Hands on experience in designing, developing and implementing applications like Sales, Marketing, Partner Portal, and Service cloud and Support modules.
• Working expertise of industry standard methodologies including Business Process Modeling (BPM), Rational Unified Process (RUP), Waterfall, Spiral and Agile with SCRUM.
• Experience with ETL and Business Intelligence (reporting) tools such as Informatica, OWB, OBIEE, SAP BO and Cognos.
• Worked with multiple stakeholders: Direct clients, customer managers, operations managers, call center agents
• Worked on sales cloud and service cloud to improve business process.
• Work with Outside Vendor (OSV) partners
• Extensive experience in documenting Functional specifications: Functional Requirements documents (FRD),System Design documents (SDD), Data Mapping Documents, Testing requirement documents, Production support documents, Use Cases, and Use Case & process flow Diagrams.
• Expertise in Problem solving and Bug Reporting using Bug Tracking Tools.
• Expertise in writing, Maintaining and Executing Test plans, Test procedures, Test Cases and generating software defect reports for the developers
• Excellent interpersonal communication skills and a good team player
• Thorough understanding of all SDLC models like RAD, Waterfall, Agile, RUP, FDD etc
• Specialized in deploying different SDLC models. Experience in scope, design, and testing, training, deployment and follow up on a multitude of strategic projects within Salesforce.com as the Salesforce.com Administrator and Business Analyst.
• Acquainted and well - versed with CRM processes like Sales, Marketing, Customer Service and Customer Support, Business Processes and recommended solutions to improve their processes using SFDC.
• Experienced in building Custom Applications that includes administration, configuration, implementation and support experience with Salesforce.com platform.
• Experience in the complete life cycle of project development (SDLC) including System Analysis, Design, Development, Testing and Deployment.
• Expertise in standard Sales force configuration that include page layout, workflow rules, Approval Processes, Record Types, bulk Triggers, Assignment rules, Validation rules, etc.
• Experience in SFDC development using Apex classes and Triggers, Visual Force, Force.com IDE, SOQL, SOSL.
• Worked closely with Business Users to enable business process using SFDC.
• Proficiency in administrative tasks like creating profiles, roles, users, page layouts, email services, Approvals, Workflows, Reports, Dashboards, Tasks and actions.
• Worked on the designing of custom objects, custom fields, role based page layouts, custom Tabs, custom reports, report folders, report extractions to various formats, design of Visual Force Pages, and various other components as per the client and application requirements.
• Implemented security and sharing rules at object, field, and record level for different users at different levels of organization.
• Designed junction objects and implemented various advanced fields like Pick list, Custom Formula Fields, Field Dependencies, Validation Rules, Work Flows, and Approval Processes for automated alerts, field updates, and Email generation according to application requirements.
• Experience in creating Database Tables, Constraints and Stored Procedures using SQL Server.

TECHNICAL SKILLS:

SFDC Tools: VisualForce, Force.com, Reports, Dashboards, Data Loader,Zpaper application, Chain set, Salesforce to Salesforce, Eclipse IDE Developer console, Salesforce to Salesforce Informatica, Triggers, Validation Rules, Workflows & Approvals, Apex

Knowledge Areas: Project Management, Marketing, Business Requirements Gathering, Design, Development, Testing, Implementation, Production Support, Service Requests and Activities, Opportunities, Quotes and Proposals

Operating Systems: Windows XP /Windows Vista/Linux

Project Methodologies: Waterfall, Agile, RUP

Business Process Modeling & other tools: MS Visio, PMOS, JIRA, Confluence, SharePoint, MasterControl

Integrated applications/systems: Informatica Cloud

Desktop Software: MS Word, Excel, Access, PowerPoint

Programming Languages: Visual Basic, Visual C++, SQL, HTML, APEX, SOQL, SOSL

Networking tools/protocols: VPN, FTP, SFTP, HTTP, SNMP

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Salesforce Business Systems Analyst

Responsibilities:

• Interacted with multiple stakeholders for requirements gathering, analysis, design and development.
• Played the role of the liaison between the business team and the developers team
• Created Business requirements documents (BRD), System designs documents( SDD), Process flows and mockups
• Interacted with different third parties for processes improvement, change requests and/or system enhancement
• Customized and enhanced various Salesforce.com Standard Objects Leads, Account, Contact, Opportunity, Activities and custom objects.
• Customized application business logic using declarative programming like Formula fields, Validation rules, Workflow rules, Approval process, Record Types, Picklist, Dependent Pick lists, List views.
• Established objects relationships between various objects using Master-Detail, Lookup, self and Junction objects.
• Reviewed test cases with the Quality assurance team, sent release notes and performed the release to production environment
• Performed configuration like creating Users, Profiles, Roles, Field-level security and sharing rules.
• Created Visualforce tabs for custom reports, developed Workflow rules, Approval Processes and developed related actions like Tasks, Email alerts and Field updates.
• Created email templates and customized inbound emails using email-to-case.
• Used Data Loader tool for migration and used Dupe blocker for cleaning of data into Salesforce.
• Developed complex Reports, Dashboards against Opportunity, History objects and other custom objects.
• Deployed Salesforce components from sandbox to production using Force.com ant migration tool, ChangeSet and Eclipse.
• Used Chain sets to migrate configuration from different sandboxes( QA to Supoort, Supoort to Dev…)

Environment: Salesforce.com, Apex, Visualforce pages, JIRA, Confluence, SharePoint, Controllers, Sharing Rules, Workflows, Approval Process, Email Updates, Web Services API, Data loader, Chain sets, HTML, CSS, JavaScript, JQuery, CRM, Sales, Service cloud.

Confidential, Mountain View, CA

Business Analyst (SFDC)

Responsibilities:

• Identifying business process/system improvements, gathering requirements, documenting proposed changes and use cases.
• Describe end-to-end solutions, test plans, and function as the primary IT contact for ongoing and to-be-defined improvement projects
• Lead all or portions of the functional components of a project: developing requirements and designing prototypes, testing & training strategies.
• Customized various Salesforce.com objects like Accounts, Contacts, Leads and Opportunities.
• Defined lookup and master-detail relationships on the objects and created junction objects to establish connectivity among objects.
• Created various formula fields, rollup summary fields, record types, Page layouts, Related lists and other components on a record detail and edit pages.
• Created various workflows to meet specific business requirement.
• Implemented Case Management Automation to track and solve Customer's Issues.
• Responsible for creating and maintaining tabular, summary reports and dashboards.
• Involved in UAT and responsible for delivering defects with minimum SLA.
• Participated in training sessions provided to the team. Also delivered trainings to new joiners in the team.
• Designed, Development of Custom Objects, Fields, Tabs, Picklists, Page layouts, Validation Rules, Workflow Rules, Approval process, Sharing rules and email alerts.
• Created Record types and implemented Record type specific Page Layouts for the application.
• Used the Sandbox for testing and deployed the code to the Production instance after testing.
• Performed the role of Salesforce.com implementation consultant in the organization.
• Successfully used Agile/Scrum Method for gathering requirements and facilitated user stories workshop. Documented User Stories and facilitated Story Point discussions to analyze the level of effort on project specifications.
• Facilitated meetings with stakeholders, business, product owner to define business process
• Conducted Sprint Planning, daily Stand-up, Story Writing, Prioritization and Demo meetings as part of the Scrum routine; Managed Information relevant to Sprints using JIRA Tool.
• Created Use Case/Data Flow Diagrams, Activity Diagrams, Sequence Diagrams and ER Diagrams in MS Visio.
• Lead discussions with business users to understand the requirements and ensure the requirements are correctly satisfied and addressed by Salesforce System.
• Converted the business requirements into agile stories and define business value and priority
• Very good understanding of Salesforce security and sharing model like users, roles, permissions and profiles.
• Provided the ETL team with the Data mapping document and assisted them to create the mappings.

Confidential, Columbus, OH

SFDC Business Analyst

Responsibilities:

• Played the role of a Business Analyst by eliciting Business Requirements from Business users using Brain Storming sessions, interviews and JRP sessions and converting them to Functional Requirements.
• Collaborated with end users, Executive Stakeholders, and technical teams to elicit "as-is" processes, GAP Analysis and develop "to-be" processes.
• Created Use case scenarios according to business needs and specifications and Implemented UML methodologies to design Use Case Diagrams, Data Flow Diagrams, Activity Diagrams, Sequence Diagram and ER diagrams.
• Created RTM (Requirement Traceability Matrix) Report.
• Extended native SFDC reports to leverage custom fields to create meaningful reports and dashboards.
• Provided leadership in process analysis, process and system design, and in the implementation of business systems that support functional goals and objectives.
• Administrated and monitored the company's Sales force CRM application
• Closely worked with SalesForce.com consultants while implementing the solutions for the needs of organization
• Worked on various Salesforce objects like Accounts, Contacts, Leads, Opportunities, Reports and Dashboards.
• Experience in developing Salesforce.com custom objects and work-flow business rules.
• Reviewed the Functional requirements and Business Requirements and developed Test Plan and Test Cases.
• Schedule the Test assignments among the group.
• Perform Triage and Coordinate with business, system, development departments to resolve the sever defects.
• Involved in UAT Testing, Provide support during the UAT.
• Supported and maintained the Reporting environments through IT infrastructure.
• Transitioned new report requirements and application changes to the development team.
• Facilitated the migration of release updates through the Test/UAT/Production environments.
• Created walk through path for end users who are using the system.