SUMMARY

• A self - motivated Individual having more than 10yrs of total experience in IT as Business Analyst, System Analysis, Application Testing and User Training of Customer Relationship Management (CRM) using Salesforce.com and ‘Gold Mine’ in Banking, Telecommunication, Healthcare and Hotel Industry
• Business Analyst experience wif strong noledge of SDLC (Software Development Life Cycle) methodology, QALC (Quality Assurance Life Cycle) and Project Life Cycle.
• Functional expertise for customer relationship management (CRM) software’s specializing Salesforce.com
• Congregated and rendered input to business requirements for new Salesforce.com implementation.
• Identified business requirements and translated those into IT enablement projects as a liaison and point person in all aspects of IT
• Conducted stakeholder meetings wif Marketing, Sales Operations, Pricing, Order Management and BPO's to gather teh requirements of all departments to accurate implementation of Salesforce.com
• Ensured that latest capabilities of teh platform are utilized for developing strategies to take advantage of teh inanimate Salesforce.com features.
• Staunch background in requirements elicitation, analysis, management and prioritization
• Experience in conducting GAP analysis, SWOT analysis and Risk analysis
• Extensive experience in conducting JAD sessions, user interviews, Scrum stand-up meetings
• Good understanding of Business Process Flows, Data Modeling, Design & Analysis, As-Is and To-Be processes.
• Expertize in creating project documents like BRD, FRD, Use Cases, Data Dictionaries, Test Plan, Test case, UAT Document etc
• Familiar wif Agile and SCRUM software development methodology
• Designed and developed all Use Cases and UML models using MS Visio.
• Developed and deployed Salesforce.com reports and dashboards.
• Used Apex Data Loader to migrate data from different applications
• Practical experience wif data migration from external systems into Salesforce.com using Apex Data Loader
• Maintained Productive Working Relationship wif Management, Clients and Team Members
• Excellent Interpersonal, Communicational, Organizational, Project Management skills wif unparalleled work ethics
• Experienced in Administration setup - Manage Users, Security Controls, Data Management, Validation of Roles and Profiles, customization of teh page layouts
• Interpreted teh sequence of actions for teh business process using teh Workflow Alerts & Approval.
• Worked as part of a project team, vendor to implement interfaces into Salesforce.com.
• Scrutinized and accomplished Lead Management, Campaign Management, Case Management and Activity Management.
• Have worked on Migration into Gold Mine CRM for my entire region in teh banking domain.
• Good understanding of investment finance and corporate finance, enhanced by sound analytical skills and understanding of customer requirement.

TECHNICAL SKILLS

Business Analysis Tools: Rational Rose, Microsoft Visio, Microsoft project, Microsoft word, Microsoft Excel, SQL

SDLC Methodologies: Agile/Scrum/Sprint and Waterfall Methods

PROFESSIONAL EXPERIENCE

Confidential, Atlanta/GA

Sr. Salesforce.com Business Analyst

Responsibilities:

• Identify teh need of teh project and perform analysis to implement new CRM system along wif integration strategies wif non-CRM systems wif stakeholders
• Conduct Joint discussion sessions (JAD) wif business users/stakeholders
• Write Functional Requirements (FRD) and Systems Specifications (SSD) and document them in teh Requirements Traceability Matrix (RTM)
• Identify Use Cases from gathered requirements and developed High and low Use Cases by using MS Visio and documented Use Cases, Activity Diagrams and Data Flow Diagrams for teh projects.
• Create Use-Cases and Business Use-Case Model after accessing teh status and scope of teh project and understand teh business processes
• Involve in translating business requirements into technical solution using Salesforce.com CRM
• Act as teh primary liaison between IT and teh business for all IT solutions delivered wif Salesforce.com
• Work wif a technical team that built teh integration processes between Salesforce and Oracle, and served as an architect in automating teh territory assignment process in Salesforce functional designs are created for every change made to a system, in theory, a skilled technical writer would be able to create an end-to-end system document using Functional Design documents
• Teh Functional Design Document is a roadmap that explains, in detail, "how" a change will be implemented. Because it is a roadmap or a blueprint. teh Requirement Document is teh springboard to create teh Functional Document, which outlines in great detail (short of code) "how" teh changes will be implemented
• Work on various salesforce.com Standard Objects, Custom Objects, Triggers, Classes, Pages, Custom Buttons and Reports.
• Design, Develop and Deploy teh Custom Objects, Page layouts, Custom tabs, Components.
• Improve new sales rep training effectiveness by enabling "Standard Deck" of reports for sales territory management
• Work on Integrating Apps like Cirrius Insights and LexisNexis wif Salesforce.
• Customize Dashboards to teh track usage for productivity and performance of business centers and their sales teams.
• Act as a SME on teh effective use of Salesforce.com Professional Edition.
• Effectively communicate to business stakeholders throughout teh project lifecycle - business requirements gathering, project scope definition, project documentation review and project status communication
• Involve in Data Migration using Apex Data Loader and responsible for activating and refreshing sandboxes.
• Interact wif vendors to integrate internal web system wif SFDC Prospects (Web to Lead process)
• Write SQL queries and generate reports from Business Objects (BO)
• Work on Validation Rules, Formula Fields, look-up filters, assignment rules, workflow rules and approval processes

Confidential, New Jersey, NJ

Sr Salesforce.com Business Analyst

Responsibilities:

• Conducted requirement gathering using focus groups, document analysis, interviews and prototyping
• Prepared Project Definition Document and teh Functional Specification Document
• Conducted teh SWOT analysis and configured teh GAP analysis matrix for teh business to implement Salesforce.com
• Administered Salesforce.com CRM application for Sales, Marketing, and Support departments. Involved in creating multiple analytical reports, wif varying degrees of complexity.
• Administered complex sales and marketing apps on Salesforce.com platform wif different time zone and currency.
• Worked wif teams and business partners to identify practical solutions through existing and/or new business systems technology, responsible for teh administration and ongoing support of teh application in cooperation wif teh business and areas of IT.
• Used and administered Salesforce.com CRM, in a support capacity logging tickets, and running ad-hoc reports for performance related metrics.
• Performed requirements management, issues documentation and document modification as necessary to guarantee adherence to quality standards, liaise among business user, development team and testing team.
• Resolved technical and functional issues wif teh technical administrator
• Responsible for performing administrative functions in Salesforce.com CRM such as create/modify pick-lists and lookup fields.
• Created detailed data mapping document for integrating various systems wif Salesforce.com.
• Worked wif business users to understand their existing processes and IT systems for requirements gathering phase.
• Used HP quality center for testing and project management.
• Implemented campaign management application on Salesforce.com
• Created custom reports and enhanced Salesforce.com environment as per user needs
• Defined SRS (Systems Requirements Specification) and TSS (Technical Systems Specification) document as per user requirements
• Used Data loader for migrating data from 3rd party applications to salesforce
• Created data migration document for import/export of data from Salesforce.com environment.
• Configured business rules and implemented complex business rules in Salesforce for complex workflows.

Confidential, San Diego, CA

Salesforce Business Analyst

Responsibilities:

• Worked wif requirements gathering & functional design
• Conducted teh SWOT analysis and configured teh GAP analysis matrix for teh business to implement Salesforce.com
• Reinforced wif teh Project Manager to ensure that teh deliverables meet business needs wif teh help of Requirement Traceability Matrix.
• Worked wif developers for teh designing and development of client Salesforce.com implementations
• Strengthened customer relationships by externally delivering email marketing campaigns to them
• Contract Opportunities and leads generated are tracked by Salesforce.com wif teh projected plan created
• Analyzed pipeline and forecasting trends for sales and marketing reports
• Responsible for performing administrative functions in Salesforce.com CRM such as create/modify pick-lists and lookup fields
• Used Data loader for data management in Force.com platform
• Involved in functional testing of Salesforce.com, developed test cases and test plans to cover entire end to end business process.
• Extensively involved in User Acceptance Test (UAT) and User training of teh Salesforce.com

Confidential

Salesforce Business Analyst

Responsibilities:

• Participated in requirement gathering sessions wif user groups and business analysts.
• Responsible for all teh deployments developed by multiple developers.
• Working closely wif teh client technology team to understand teh legacy systems.
• Developed and maintained custom reports and dashboards.
• Identifies and implements improvements to internal team processes or to supported business's processes, products, or services.
• Perform detailed analysis of business and technical requirements and designed teh solution by customizing various standard objects of Salesforce.com.
• Worked on various salesforce.com standard objects such as Accounts, Contacts, Cases, Leads, Campaigns, Opportunities, Products, Reports and Dashboards.
• Designed, and deployed teh Custom objects, Entity-Relationship data model, validation rules on teh objects and tabs, Page layouts, Custom tabs, Components.
• Designed, developed and deployed Apex Classes, Scheduled Apex Classes, Controller Classes and Apex Triggers for various functional needs in teh application.
• Developed and configured various Reports and Report Folders for different user profiles based on teh need in teh organization.
• Used teh sandbox for testing and migrated teh code to teh production instance after testing.

Environment: Saleforce.com platform, Apex Language, Data Loader, Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Email Services, Security Controls, SOQL.

Confidential

CRM Business Analyst

Responsibilities:

• Was instrumental in implementing CRM - Goldmine to teh entire region and also was also part of teh training team.
• Liaising wif all departments and gathering teh information and in turn submitting teh same to my team.
• Business KRA included road map for achieving of liability top line targets on CASA, TD, and top line targets in Retail asset products for teh team.
• Worked wif teh users to understand their existing processes and IT systems for requirements gathering phase.
• Participated in requirement gathering activities
• Responsible for automated accounts opening through scanning process there by reducing teh TAT by 3 days.
• Ensure cost is in tandem to teh management’s budgets.
• Maintain compliance in operations.
• Conducted teh SWOT analysis and configured teh GAP analysis matrix for teh business to implement CRM
• Also successfully completed RBI audit conducted in September 2010.
• Ensure staffs are motivated time to time to contribute better performance.

Confidential

CRM Specialist/Business Analyst

Responsibilities:

• Was part of teh core team from migrating into a CRM platform - Goldmine.
• Was part of teh train teh trainer program by which me got trained and later trained my entire region.
• Was in constant touch wif teh goldmine core team for various changes that was needed as per teh team requirements.
• Worked wif various teams and business partners to identify practical solutions through existing and/or new business systems technology, responsible for teh administration and ongoing support of teh application in cooperation wif teh business and areas of IT.
• Handling a team of Assistant Managers and product supports specialists for CRM implementation.
• Managing teh trade, treasury and corporate banking operations desk .
• Responsible for ensuring compliance wif all Group standards, manuals, guidelines and policies
• Training my team in Goldmine CRM and in all teh corporate banking products (which includes Trade, CMS/PCM, treasury and Factoring services) to keep them updated wif teh prevailing norms.
• Handling operational issues regarding implementation of goldmine CRM

Confidential

Business Analyst

Responsibilities:

• Gained experience in all departments of Corporate Banking - Credit, Liabilities, Trade Finance, treasury, Payment and Collection Management (PCM).
• Coordinate between all departments and release process notes as they are amended.
• Was instrumental for teh first in house branch call center which reduced traffic by 30%
• Sourced corporate clients in Hyderabad / Cochin and Vishakhapatnam