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Salesforce Business Analyst Resume

New York City, NY


  • With 9+ years of professional experience in Information Technology that includes extensive experience as a Salesforce Administrator and Business Analyst in Salesforce CRM platform and MS Dynamics CRM
  • Involved in all stages of Software Development Life Cycle (SDLC).
  • Experience in Salesforce.com CRM Administrator Customization, Security Access, Workflow Approvals, Data Validation, Data Utilities, Analytics, Sales, Marketing, Customer Service and Support Administration.
  • Experience as Salesforce Administrator and providing support for challenging CRM projects implementation.
  • Expert in creating Business Requirement Document (BRD), Functional Specification Documents (FSD), gap analysis, cost benefit analysis, Use Case Diagrams, Sequence Diagrams and Activity Diagrams using UML, Microsoft Office Suite and MS Visio.
  • Hands on experience on Dynamics CRM forms customization using JavaScript and integration of CRM with other web/windows applications.
  • Expertise in developing and deploying plug - ins, custom workflow activities and java script extensions for MS CRM.
  • Experience in Full cycle implementations and up-gradations in Dynamics CRM
  • Adhere and assess data management capabilities using the Data Management Maturity Model (DMM) and Master Data Management (MDM) standards and best practices
  • Work on data migration projects and developed data flow processes and worked on creating data definition documents.
  • Detailed knowledge and experience on SFDC CRM business processes for automation, Sales Cloud, Service
  • Experience in Microsoft Dynamics CRM Data integration towards import/export of data using SSIS and custom application development and Scribe.
  • Develop web services for integrations to create/update/get data from Salesforce (Case, Entitlement, Service Contract, etc.) to Master Database Management (MDM) system.
  • Substantial experience in Salesforce.com administration in performing tasks like creating Profiles, Roles, Users, Page Layouts, Record types, Email Services, Validation rules, Reports, Dashboards, Tasks.
  • Customized existing Visualforce with Salesforce new Lightning UI experience.
  • Deployed applications from sandbox to sandbox/production using ant migration tool, Eclipse and Change Set.
  • Experience in scope, design, testing, training, deployment, and follow up on a multitude of strategic projects within Salesforce.com as the Salesforce.com Administrator.
  • Responsible for scheduling meetings, one on one sessions and facilitating System testing and UAT.


Salesforce/Force.com Technologies: Apex classes/controllers, APP Exchange, Apex Triggers, SOQL, SOSL, Visual Force Pages, AJAX, Workflow & Approvals, Analytic, Snapshots, Email Services, Customer Portal, Communities, CPQ, Custom Settings, Custom Report Types, Dashboards, Force.com, Validation Rules, Assignment Rules, Profile, Permission Sets, Roles, Public Sites

Force.com Tools: Force.com Explorer, Force.com DataLoader, Force.com Excel Connector, Force.com Platform (Sandbox and Production), ETL Data Extraction, Force.com Migration Tool, and Force.com Eclipse IDE Plug-in, ANT

MS Dynamics CRM: MS Dynamics CRM 2011, 2013, 2015, 2016, Dynamics 365

Languages: Apex, JAVA, OOPS

Web Technologies: Java Script, XML, HTML and Webservices.

Database: MDM, SQL Server 2000, 2005,2012. ETL Informatica Power Center, MDM, SQL, PL/SQL

IDE/Tools: Eclipse IDE, NetBeans, Tableau.


Confidential, New York City, NY

Salesforce Business Analyst

Role & Responsibilities:

  • Administrated and monitored the company's salesforce CRM application. Created the workflows for automated lead routing, lead escalation and email alert.
  • Actively participated in JAD sessions. Took efforts towards completion and finalization of documentation towards the end of JAD sessions.
  • Analyzed and collected business requirements, identified system interfaces and created the requirements specification document.
  • Administrated and monitored the company's salesforce CRM application. Created the workflows for automated lead routing, lead escalation and email alert.
  • Analyzed requirement document by identifying ambiguous, incomplete and incorrect requirements. Helped in developing attribute and functionality traceability matrix.
  • Worked on special projects to create and publish requirements using interviews, document analysis, business process descriptions and workflow analysis.
  • Translate complex user stories into functional and actionable solutions. Customized the Salesforce application as per the requirements.
  • Acted as a liaison between the business and development team in gathering requirements and supporting the MDM team.
  • Worked with data standardization, Merge and data pattern matching for MDM Setup
  • Documented the changes and custom configurations. Wrote Test Scripts and Scheduled demos with Stakeholders and Users.
  • Participated in writing Functional Specification document and defining the data flow process.
  • Educate the end-users (Customer Reps) on usage, new features and functionality.
  • Worked on Service Cloud and Case Management and eight different Record Types.
  • Created custom Case Fields and Custom Objects, created Lookup and Master-Detail Relationships between them.
  • Prepared training documentation for Users.
  • Implemented Process Builder for the purposes of Creating New Records like Opportunity and Leads, Field Updates, assigning Case Owners.
  • Closely worked with SalesForce consultants to implement the related changes of the project.
  • Auto populated several custom fields from fields of other objects by using formula fields.
  • Created Custom fields and Record Types for Opportunities, Accounts and Contacts.
  • Customized user Roles, Role hierarchies, Profiles and Sharing settings to ensure that the protected data is available only to the authorized users.
  • Worked closely with the project design team and the project business team to address the business and functional requirements defined for the Salesforce MDM Integration Project.
  • Involved in developing High level documents and Design Level Documents for Salesforce MDM Integration Project.
  • Developed complex Custom Approvals processes.
  • Configured & developed the triggers, workflows, validation rules & having hands on the deployment process from one sandbox to other.
  • Maintained data cleanliness and accuracy by adding custom validation rules, custom formulas.
  • Used workflows to govern data flow across various objects.
  • Defined lookup and master-detail relationships on the objects and created junction objects to establish connectivity among objects.
  • Created Public Groups, Queues and assigned cases to respective Queues or Users based on the requirement criteria.
  • Migrated the Salesforce code from one environment to another environment using change sets.
  • Worked in an Agile environment and attended Scrum sessions every day.
  • Performed Use Acceptance Testing and scheduled demos for User training.

Confidential, New York City, NY

Salesforce Business Analyst


  • Performed the roles of Salesforce Administrator and Business Analyst in the organization.
  • Assessed the impact of current business processes on users and stakeholders.
  • Interacted with clients for requirements gathering, analysis and development. Interacted and interviewed Business Stake Holders to understand business process.
  • Customized the Salesforce application as per the requirements.
  • Authored Systems Requirement Specification (SRS), Use cases, Change Requests implementations in Service Cloud.
  • Worked on various Salesforce.com Standard Objects including Accounts, Contacts, Reports, Dashboards, Events and Tasks. Developed business documents for Salesforce.com Custom objects.
  • Administrated and monitored the company's Salesforce CRM application.
  • Automated day to day workflows and designing better ways to organize data flow and processes using appropriate validation rules and advanced Workflows rules, Process builders and Approvals.
  • Performed the Validation of mapping between master data fields proposed for MDM hub and Salesforce fields.
  • Worked cross-functionally with other business groups for understanding MDM related issues.
  • Assigned tasks among development team, monitored and tracked progress of project following agile methodology.
  • Created approval processes, email alerts, validation rules and formulas with Salesforce administrative tasks.
  • Developed and Documented timelines for Project Delivery, and managed Projects and Resources to successful completion.
  • Worked on Activities and Case Management and Solution Management and CTI integration.
  • Created various Reports - Summary Reports, Matrix Reports.
  • Configured various Reports and for different user profiles based on the need in the organization.
  • Created various Profiles, Roles, Page Layouts and configured the Permissions based on the Organization hierarchy requirements.
  • Defined related tasks, email alerts, and field updates. Implementation of Data Loader for loading the data.
  • Created Sharing rules on Accounts and Contacts. Manage Code migration of Minor releases.

Confidential, New York City, NY

Salesforce Business Analyst


  • Customized MS Dynamics CRM application based on the business requirement.
  • Imported contacts from existing application into MS Dynamics CRM 2013 using the CSV file format.
  • Performed Requirement Analysis and developed Use Cases, Activity Diagrams using Rational Rose.
  • Documented requirements associated change requests with requirements and connected requirements with Use cases.
  • Performed Procure to-Pay once customers sends purchase order
  • Analyzed and translated business requirements into system specifications utilizing UML and RUP methodology.
  • Configured workflows in the AP module as well as T&E and Purchase Requisitions, responsible for implementing central payments, signing authority hierarchy, and intercompany accounting.
  • Followed Business Process Testing using Business Process components in HP QC.
  • Setup test plan and test set in QC, upload test cases, mapping requirement with test cases and made analysis and dashboard to report the testing progress.
  • Utilized Agile/ SCRUM and PMI methodologies to monitor steer and develop project objectives.
  • Establish documentation for agile methodology for implementation with a very water-fall-centric development team.
  • Wrote complex PLSQL/SQL scripts to populate various tables and views used for reporting
  • Purposes.
  • Interfaced with developers to identify and resolve technical issues and bugs in the software to validate end-user requirements.
  • Created test plans to support MS Dynamics AX implementation
  • Involved with Salesforce.com Premier Support and handled the support cases with the help salesforce.com support.
  • Participated in the Logical and Physical Design sessions and developed Design Documents.

Confidential - Newport Beach, C

Business Analyst


  • Part of the team which analyzes, design, develop and maintain web application using Agile methodology of SDLC.
  • Facilitated (JAD) Joint Application Development sessions to identify business rules and requirements and then documented them in a format that can be reviewed and understood by both business people and technical people.
  • Worked with production managers to design and implement tools and controls to achieve performance goals and compiled and presented chart presentations to them on a regular basis comparing performance and quality trends against set goals.
  • Facilitated the coordination of technical projects by acting as the liaison between the business partners and various technology groups, both internal and external, including onshore and offshore development teams.
  • Integrated MS Dynamics CRM - 2011 with MS Outlook and offer a consistent, familiar user interface.
  • Troubleshooting and coordinated deployment between environments with other teams
  • Defined release plans for ecommerce platform with release managers according to gathered information from various IT departments.
  • Installed and configured MS Dynamics CRM Client for Outlook for a lot of users
  • Wrote different email workflows using the Microsoft Dynamics CRM client for Outlook
  • Performed Migration of data from Excel source to CRM using SSIS
  • Prepared Instructions manual for Installation, Un-installation, Re-installation and configuring Microsoft CRM
  • Utilized best in class insights to develop customer strategies as they relate to consumer purchase behavior and to maximize commercial and ecommerce opportunities.
  • Involved in the project for implementing Best Practices for Business Analysis in the organization and instrumental in the transition plan for Agile Development methodology using SCRUM.
  • Worked with PL/SQL using MS Access for data manipulations.
  • Continuously revalidate requirements with Product Owners/Managers & delivery partners to ensure that key deliverables are 'fit for purpose' and meet customer/delivery expectations.

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