SUMMARY

• Information Technology and Siebel CRM Professional with Twelve years of extensive and progressive experience in the Business Process definition, Requirement Gathering, Analysis, and Design, pertaining to development, configuration, integration, customization, upgradation and migration of business application software using, Siebel 7.8.2/ 7.7.2/7.5.3 .4/7.5.2/7.0.4/6. x/2000.
• In Functional roles, undertake requirements gathering, functional gap analysis, application design, configuration, test script generation (UAT), change management, and production support.
• Extensive Siebel (CRM) Functional experience in all phases of the Project Life Cycle.
• Strong Functional experience in, Service Request, Agreements/Contracts, Opportunity Module.
• Performed Gap Analysis while defining and mapping Business Requirements to Siebel eBusiness Applications and Siebel Out - of-the Box Functionality.
• Business Analysis (via interviews and facilitation) of data, processes, reference data, events, transactions and business rules.
• Excellent Technology Absorption Capability ranging from N-Tier Client/Server, Web, SCM, ERP and CRM.
• Experienced in Translating Business Users Requirements into Functional Specification Design.
• Experience in documenting the implemented business processes, Functional specifications.
• Function as an advisor on Siebel best practices for the use of Siebel 7.x.
• Excellent ability to work with a diverse team - both business and IT with multiple skill levels.
• A solid balance of business process analysis and technical experience while interfacing with both IT and business teams.

TECHNICAL SKILLS

CRM-Core: Siebel 7.8.2/ 7.7.2/7.5.3 /7.0.3/7.0/6.3 , Siebel Sales, Siebel Marketing, Siebel Call Center and Service, Siebel Field Service, Siebel CRM OnDemand

CRM-Vertical: Siebel Financial Services 7.8.2/7.5.3.4 (eFinance), Siebel Communications 7.7/ (eMedia), Siebel Automotive 7.7.2

System Integration: EAI, Siebel eAI, EIM, webservices, XML

Business Automation: Siebel Workflow Process

Methodologies: Siebel eRoadmap, waterfall, Iterative

GUI: Siebel Navigation, Siebel User Interface

Tools: Bprime, Nimbus Process Maps, MS Visio, MS Project, Excel, Word, PowerPoint

Databases: Oracle 9i, Oracle 8i, Microsoft SQL Server™ 2000, Siebel Data model

Operating Systems: Windows2K, Windows XP, UNIX, Sun Solaris

Domain Knowledge: Insurance, Financial Services, Automotive, Telecommunication, Media and Entertainment

Knowledge on: CTI, IVR, Siebel Analytics, Siebel Actuate Reports

PROFESSIONAL EXPERIENCE

Confidential, El Segundo, CA

Sr. Siebel Business Analyst

Responsibilities:

• Conducted and managed Business Process Design sessions for business and End Users involving processes related to Confidential Sales Support Operations, and Dealer Management.
• Created and Documented the Business Process Design Flows specifications
• Participated in Siebel CRM Business Process mapping and Functional Design sessions
• Responsible to Review Project scope, schedule, budget, issues, risks and all formal project documentation
• Participated in the User Acceptance Testing (UAT) and in the training development program.
• Responsible for the Functional Configuration, design and validation of the Siebel Sales Support Operations System from the Siebel CRM technology best practices perspective.

Environment: Siebel SFA, Siebel Call Center (CRMOD, CCOD), MS Visio, Windows XP

Confidential, Torrance, CA

Sr. Siebel Business Analyst

Responsibilities:

• Conducted and managed requirement gathering discussion sessions for business and End Users involving issues related to Account, Contact Management, Customer Service Process, and Service Request Management.
• Performed the Gap analysis for business data, processes between the Siebel UCM and Siebel Call Center integrated functionality from the Data Quality perspective.
• Review and estimated project initiative requirements and authorizations.
• Monitor and report daily data quality incidents as a result of near real time and batch Interfaces and Data Conversions.
• Collaborated data quality business activities, efficiency, and optimizations over time. Facilitated complete visibility into data quality business activities, along with the modeling and modification of the rules and flows that define business those activities.
• Owner of various Functional issues and Responsible for critical project task deliverables, problem resolution incorporating data evaluation and analysis and the exercise of judgment within defined practices and policies.
• Created and Documented the Business Requirements Design (BRD) specifications for various enhancements with in the Siebel Call Center Environment. These BRDs eventually helped developers to prepare detailed Tech Design documents.
• Coordinated User Acceptance Testing (UAT) while validating the Test Cases, Test Scripts.
• Ensure the Business requirement design document and UAT’s are approved and signed off by the Confidential Business leads and users.
• Responsible for the Functional Configuration, design and validation of the Siebel Call Center System from the Siebel technology best practices perspective.

Environment: Siebel 7.7.2 Automotive Call Center, Siebel Universal Customer Master TIBCO

Confidential, Burbank, CA

Sr. Siebel Business Analyst

Responsibilities:

• Participated and facilitated the workshops and documented the workshops outputs incorporating Confidential Search Marketing Sales and Service processes.
• Performed the Gap analysis for business processes and Siebel data objects to highlight the differences between the Confidential Search Marketing business requirements and Siebel out-of-the Box functionality with the business process flow diagrams in the workshops and follow-up sessions.
• Owner of various Functional issues and Responsible for critical project task deliverables, problem resolution incorporating data evaluation and analysis and the exercise of judgment within defined practices and policies.
• Created mock up visuals of the Siebel Screens to gain stakeholder feedback
• Created and Documented the Functional Requirements Design Specification for the creation of Service Request, initiated by the incoming call of an Advertiser.
• Coordinated User Acceptance Testing (UAT) while validating the Test Cases, Test Scripts and status reports for US domestic market and various international markets including North & South America, Europe and Asia.
• Responsible for the Functional Configuration and design of the YSM Click Task System from the Siebel technology best practices perspective.
• Ensure the Functional requirement design document and UAT’s are approved and signed off by the YSM Business leads and users.

Environment: Siebel 7.7.2 Call Center, Siebel Communication Media Entertainment, Siebel QuotesAgreements, Siebel Email Response, webservices, Genesys CTI, Blue Pumpkin, MS VisioWindows XP, Oracle

Confidential, Baltimore, MD

Siebel Business Analyst

Responsibilities:

• Participated in the project kick-off incorporating program structure, project approach and methodology, program management office tools, scope management, issue management, change request management process, risk management process, business process decomposition, detailed business process flows.
• Participated in the workshops and documented the workshops outputs incorporating conceptual framework for the Call Center Optimization.
• Participated and documented the Core business process design document as an outcome of Requirement definition and mapping exercises.
• Performed the Gap analysis for business processes and Siebel data objects to highlight the differences between the customer requirements and Siebel out-of-the Box functionality with the business process flow diagrams in the workshops and User Review Labs sessions.
• Owner of various Functional issues and Responsible for critical project task deliverables, problem resolution incorporating data evaluation and analysis and the exercise of judgment within defined practices and policies.
• Coordinated User Acceptance Testing (UAT) while validating the Test Cases, Test Scripts and status reports.
• Responsible for the Functional Configuration and design of the Confidential USA call center from the Siebel technology best practices perspective.

Environment: Siebel 7.7.2 Call Center, Siebel Data Quality, Siebel Projects Module, Siebel Scheduling, Siebel Release Module, Siebel Advance Search (Hummingbird Fulcrum), MS Visio, Bprime, Windows XP, MS SQL Server

Confidential, Los Angeles, CA

Lead Siebel Business Analyst

Responsibilities:

• Participated in the project kick-off incorporating program structure, project approach and methodology, program management office tools, scope management, issue management, change request management process, risk management process, business process decomposition, detailed business process flows, Use Case Wrappers and Guiding Principles.
• Participated and documented the Business System Design document incorporating conceptual framework for the Call Center Optimization.
• Participated and documented the Core business process design document as an outcome of Requirement definition and mapping exercises.
• Performed the Gap analysis for business processes and Siebel data objects to highlight the differences between the customer requirements and Siebel out-of-the Box functionality with the business process flow diagrams in the SDL sessions.
• Participated in the analysis to identify and document Functional Requirements for the ServicePoint Call Center Interfaces (Integration Touch Points), and Data Conversions.
• Responsible for defining developing and managing work plans, issue identification and status reports.
• Responsible for the Functional Configuration and design of the ServicePoint call center from the Siebel technology best practices perspective.

Environment: Siebel Financial Services 7.8.2 Call Center, Service Request Management, MS VisioWindows 2000, IBM WebSphere MQ, MQ Series, webServices, IBM DB2

Confidential, NYC, NY

Siebel Business Analyst

Responsibilities:

• Improved the Siebel Sales Application’s usability, performance and business processes pertaining to the Opportunity management life cycle.
• Participating in issue management, Production and Rollout support activity for the Siebel Group Sales Application incorporating bug management and test case generation in UAT environment.
• Gathering requirements and performing the Gap analysis to enhance the Group Sales Reporting functionality.
• Involved in Siebel-UCLA Integration Analysis & Planning incorporating the current system assessment to facilitate the overall planning and strategy.
• Coordinating with offshore development team to communicate the new business requirements for the Siebel Sales application enhancements.
• Ensure the Functional design documents are approved and signed off by the Guardian Business.

Environment: Siebel Financial Services 7.5.3 sales/Call Center, Opportunity Management, IBM Rational ClearQuest Web, IBM WebSphere MQ, MQ Series, webServices, IBM DB2

Confidential - Dallas, TX

Siebel Business Analyst

Responsibilities:

• Conducted and managed requirement gathering workshops and discussion sessions (JAD’s) for business and End Users involving issues related to Account/Opportunity Management, Quote Process, and Order Management.
• Performed the Gap analysis for business processes and data objects to highlight the differences between the customer requirements and Siebel out-of-the Box functionality with the Operational Level Process (OLP) diagrams/Activity Level Flow Diagrams.
• Created and Documented the Functional Specification design for the creation of Quote followed by a Sales Order from the Opportunity, generated thru Lead and Campaign and various other sales methods.
• Perform the Account and Contact Hierarchy Analysis as per the Verio’s approved design and did provide the best practices solution to the existing process and operations.
• Captured functional and technical requirements, worked with business users to develop and improve business processes while incorporating Activity flow diagrams and Use Case Scenarios.
• Responsible for the creation of Use Cases and User Stories pertaining to Product and Pricing, Quote Process and Order Management.
• Created the Siebel Referential Integrity Requirements (CRUD Matrix) for the application visibility incorporating the organizations with in the company.
• Participated in the building of UAT Test System and responsible for approving the QA test scripts.
• Ensure the Functional design documents are approved and signed off by the NTT-Verio Business leads.

Environment: Siebel Communications 7.7.2/7.5.3 , Product Models, Quotes and Order Management, RUP, MS Visio, WindowsXP, Oracle9i, WebLogic Integration Server 8.1

Confidential, Denver, CO

CRM Consultant/Siebel Business Analyst

Responsibilities:

• Participated in the project kick-off incorporating program structure, project approach and methodology, program management office tools, scope management, issue management, change request management process, risk management process, business process decomposition, logical units of work, detailed business process flows, business blueprint, business scenario and functional Specifications.
• Participated and lead the sub-business teams in the development and documentation of business Blueprints for the Business Process Transformation. Also, presented the Design Flow process and Siebel 7.5.2 Out-of-the Box Demo to the customer.
• Perform fit-Gap analysis to identify and document Functional Requirements for the Contact Center Reports, Interfaces, Conversions and Enhancements.
• Involved as a Business Process Engineer to build and update the Operational Level Process flow (OLP) diagrams.
• Responsible for issue resolution pertaining to the processes affecting the system design and Siebel data model. The application is designed to serve 18500+ Siebel users globally.
• Created and maintained the Siebel object definition (Data Mapping) for Action business object.
• Researched and assessed major process issues incorporating Contact Center, Dispatch and Field Services and translated them into functional specs followed by Tech Design documents for the Integration team.
• Created and Documented the Functional Design Specs and Technical Design Specs as per the standard design template.
• Work with other teams to ensure requirements do not contradict other areas of the project.
• Ensure the Functional requirements documents are approved and signed off by the Confidential project leads.

Environment: Siebel 7.5.3 Sales/ Call Center /Field Service, Nimbus Process Maps, IBM Ascendant Methodology, MS Visio, MSProject, Windows2k, Oracle9i, webMethods Integration