PROFESSIONAL SUMMARY:

• Over 6+ years’ experience in Customer Relationship Management (CRM) focused on Siebel and Salesforce.
• Salesforce.com Certified Force.com Administrator ADM - 201
• Experience in implementing Salesforce platform - Sales cloud, Service cloud, Market cloud, Custom cloud, Chatter and App Exchange applications.
• Extensive experience in Saleforce.com setup, Configuration, Customization, Administration, Data Migration, Mapping, and Integration.
• Proven success as a business analyst through the years, providing a well-balanced understanding of business relationships, business requirements, and technical solutions.
• Participated in all phases of software development lifecycle (SDLC). Good understanding of the principles and best practices of Software Configuration Management (SCM) in Agile, Scrum, and Waterfall methodologies.
• Coordinated with Scrum Master for Project Progress and Release Management. Managed Product and Sprint Backlog to achieve the Sprint objectives in Agile methodology.
• Adept in Unified Modeling Language (UML) and creating Use Case Diagrams, Activity Diagrams, Business Process Models, Work Flow Diagrams, Data Flow Diagrams, Flow Diagrams (Business and Navigation) and Sequence Diagrams.
• Performed GAP ANALYSIS to gain a clear understanding of the 'AS IS' & 'TO BE' state of the system and converting these changes into technical requirements for BusinessProcess Re-engineering process.
• Experience in creating test strategies, test plans and test scenarios for Unit/System/ End-to-End / User Acceptance Testing (UAT).
• Elicit requirements using document analysis, requirements meetings, Joint requirements planning(JRP), (Joint Application Development(JAD), System study, business process descriptions, use cases, scenarios for new business applications.
• Strong understanding of fundamental business processes, excellent Communication and inter-personal skills with ability to work well in a dynamic team environment.
• Proficient in authoring Business Requirement Document (BRD) and deriving Functional Requirement Document (FRD).
• Requirement elicitation techniques like Interviewing, Questionnaires, Brainstorming, focus groups meetings, and structuring meetings.
• Expert in Tracking and Managing Requirements using the Requirement Traceability Matrix (RTM).
• Well experienced in building Custom Applications, Custom Objects, Custom Tabs, Custom relationships like Lookup, Master-detail and Junction object between Salesforce objects.
• Excellent understanding of Salesforce.com in terms of Organization hierarchy, Roles, Profiles, Users, object level security, field level security, record level security and sharing rules.
• Excelled in working with various salesforce.com standard objects like Accounts, Contacts, Opportunities, Products, Cases, Leads, Campaigns, Forecasts, Reports and Dashboards.
• Experienced in implementing automated actions like Web-to-Lead and Email-to-Case and implementing collaboration using Chatter.
• Experience in working with Salesforce.com tools like Apex Data Loader, Force.com Excel Connector and Force.com Explorer.
• Good knowledge on Apex development in creating Triggers, Apex Classes and Visualforce pages.
• Experience in writing SOQL quire.
• Expertise in developing, testing and deploying Salesforce.com CRM solutions.
• Experience in working with various sandboxes in salesforce.
• Experience in creating user documentation, user training, deployment process planning and post- production support documentation.
• Used JIRA for agile project management, creating product backlog, sprint backlog and bug tracking.
• Experience in building reports and dashboards, customizing them as per user requirements.
• Highly motivated, organized and results oriented with excellent interpersonal, communication and presentation skills with capability of adapting to new and fast changing technologies.

TECHNCAL SKILLS:

Methodologies: SDLC (RPU, Agile, Waterfall model), UML, BPMN

Business Analysis: Requirement analysis, business rules, data flow diagram, flowcharts, business

Salesforce: Sales Cloud, Service Cloud, Objects, Validation rules, Workflow rules

Web technologies/Scripting: HTML5, CSS, Java Script, Python, Action Scripting.

Applications: Siebel, MS Office, Visual Studio, NetBeans, GIT, Adobe Flash, Adobe Acrobat, MS VISO, MS Project, Jenkins, Active Collab, JIRA, MS office suite

Databases: My SQL, SQL

Operating Systems: Windows XP, Windows Vista, Windows7, 8.1 and 10

Languages: C/C++, Java, VB.Net.

PROFESSIONAL EXPERIENCE:

Confidential - Kenilworth, NJ

Salesforce Business Analyst

Responsibilities:

• Performed GAP ANALYSIS between the “AS-IS” models of the Current system and “TO-BE” model to identify the project gaps.
• Deliver Business Process Modelling (BPMN) diagrams, current state, future state, business entity diagrams, work flow diagrams, context diagrams and data flow diagrams
• Interacted with business users for gathering requirements, analysis, design and development.
• Analyzed the changes performed in CRM application for marketing, sales etc., translated them to business and functional requirements for Service Cloud in SFDC.
• Worked on User Management in SFDC by creating Profiles, Roles based on Organization role hierarchy and implemented Record-Level and Field-Level security and configured their sharing settings.
• Customized various Salesforce.com Standard Objects Leads, Account, Contact, Opportunity, Activities and custom objects.
• Created a sync of contacts, email alerts, events and tasks betweenSalesforceto Outlook and Outlook toSalesforcesuccessfully.
• Planned and conducted requirements Elicitation meetings with business to collect Non-Functional and Functional requirements related to Salesforce initiatives.
• Conducted brainstorming sessions with the development team during the requirements stage level analysis.
• Created workflow rules and defined related tasks, time triggered tasks, email alerts, field updates to implement business logic.
• 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.
• Used translation workbench to globalize the product.
• Created Visualforce tabs for custom reports, developed Workflow rules, Approval Processes and developed related actions like Tasks, Email alerts and Field updates.
• Configured Partner portals (Communities) for better communication between IT teams and Business users.
• Collaborated with Sales and Marketing teams in Lead and Opportunity Generation Process by marketing automation on Sales Cloud.
• Used Informatica Cloud Data loader for data migration and integration.
• 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.
• Implemented Communities in salesforce for the customers.
• Implemented various Custom Reports and deployed them for different business user levels.
• Involved with Salesforce.com Premier Support and handled the support cases with the help Salesforce.com support.

Tools: /Environment: Salesforce.com (SFDC) Sales and Service Clouds, Force.com, IDE,Microsoft Office Suite, JIRA, UML 2.0, MySQL, Informatica Cloud, MS Outlook, MS Viso, MS Project.

Salesforce Business Analyst

Confidential - Arlington, VA

Responsibilities:

• Worked closely with sales team and performed detailed analysis of business and user requirements, designed the solution by customizing various standard objects of SalesForce.com (SFDC).
• Performed Gap Analysis by doing an in-depth study of the current process, planned implementation actions and change control process and interacting with business heads to finalize the BRD document for the application by doing the requirement analysis.
• Agile Development Methodology was followed for the implementation.
• Maintained the requirement traceability matrix (RTM) and ensured that the requirements were consistent after changes.
• Created Profiles and Roles based on Organizational role hierarchy, implemented Record-Level and Field level security and configured their sharing settings
• Created various Profiles, Roles, and Page Layouts and Configured the permissions based on the organization hierarchy requirements.
• Designed, and deployed the Custom objects, Custom tabs, Entity-Relationship data model, validation rules, Workflow Rules, Auto-Response Rules, Page layouts, Components, Visual Force Pages to suit to the needs of the application.
• Designed and deployed communities like prospective students' community, current students' community and alumni community with their respective security settings to enable them to interact freely among other members of the community.
• Enabled Chatter for the Organization and to effectively communicate with the users in the Organization.
• Collaborated with Data teams in understanding current system used SQL to understand the current data tables.
• Used Data Loader for insert, update and bulk import or export of data from Salesforce.com S-Objects. Used it to read, extract, and load data from comma separated values (CSV) files
• Performed data cleanup and/or Data migration to/from salesforce.com
• Developed several Custom Reports & Dashboards to better assist managers and report folder to provide report accessibility to appropriate personnel.
• Conducted internal training sessions for business users on Salesforce.com functionalities, especially with respect to reports and dashboards.
• Closely monitored the Testing, Performed Smoke tests, Facilitated UAT Sessions, SIT Sessions, worked on defect life cycle using JIRA.
• Deployed salesforce components from sandbox to production using Force.com ANT migration tool, Change Set and Eclipse.
• Used Sandbox for testing & Deployment Change Set for code deployment.

Environment: Saleforce.com CRM, Declarative tools, Communities, Chatter, Visual Force Pages, Custom Objects, Custom Tabs, Email Services, Workflow & Approvals, Reports, Security Controls, ANT, Eclipse,UML 2.0, Micorsoft Visio, JIRA and Windows.

Confidential

Business Analyst/CRM

Responsibilities:

• Provided customer support/Customer relationship management using Salesforce platform.
• Created accounts, contacts and leads for the potential customers.
• Created case queues and assign the email to cases to the appropriate team.
• Created Auto-response rules for the first response to email-to-case and web-to-case.
• Worked on Requirements Elicitation by interviewing businessarea experts, asking detailed questions and carefully recording the requirements in the format so that it can be reviewed and understood by both businessand technical people.
• Closely worked with Salesforce.com consultants while implementing the solutions for the needs of organization.
• Documented and shared the requirements with Salesforce.com consultants for further implementation.
• Created page layouts, search layouts to organize fields, custom links, related lists, and other components on a record detail and edit pages.
• Created workflow rules and defined related tasks, time triggered tasks, email alerts, filed updates to implement business logic.
• Designed and developed workflow rules, validation rules, formulas, and customizations with in Salesforce.
• Created profiles and implemented Object level, field-level and record-level security.
• Provided support ongoing Salesforce.com maintenance and administration services including periodic data cleansing, custom objects, workflow, campaign management.
• Created email templates and inbound emails using Visualforce for the clients and customers.
• Implemented various Custom Reports and deployed them for different business user levels.
• Involved with Salesforce.com Premier Support and handled the support cases with the help Salesforce.com support.
• Worked in Cross Functional team environment with expertise in Onsite and Offshore co-ordination activities.

Environment: Salesforce.com CRM Application Platform, Custom Objects, Tabs, Page Layouts, Workflows, Approval Processes, Email, Messaging, Dashboards, Reports, Chatter, Rational unified Process(RUP), Requisite Pro and Windows.

Confidential

Jr. Business Analyst

Responsibilities:

• Assisted the Project Manager in creating the Project Plans taking into consideration the project’s scope, process flows and timelines.
• Performed Gap Analysis by identifying existing technologies, documenting the enhancements to meet end state requirements.
• Assessed business workflow processes, working with business users and IT to develop system solutions and implementing solutions.
• Performed Requirement Analysis by gathering both functional and non-functional requirements based on interactions with product managers, marketing managers and other stakeholders.
• Involved in in-depth research to gather requirements to improve online shopping experience.
• Prepared Business Requirements Document and Functional Requirements Document.
• Developed Use Cases and Use Case Scenarios and visualized those using UML Diagrams in MS Visio.
• Assisted the design team in creating Graphical User Interface designs and Copy Deck for the sit.e
• Developed a traceability matrix to keep track of the requirements, use cases and test cases.
• Collaborated with the test team in reviewing and validating test plans and test cases, ensuring the final application catered to the client requirements.
• Resolved the reported bugs with developers and clarified ambiguities.
• Created end user training manuals and organized training sessions for business stakeholders.

Environment: HTML, JavaScript, Visio, Visual Basic, MS Excel, MS Access, MS SQL.