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Salesforce Business Analyst/ Administrator Resume

Denver, ColoradO

SUMMARY

  • Salesforce Admin / Business Analystwith 7+ years of experience and very good knowledge of Sales & Service cloud.
  • Experience in Requirement Analysis, Application Design, Development, Execution of Test Scripts of end - to-end application and Test outcome reports documentation.
  • Plan, elicit, capture, analyze and validate business, functional and non-functional requirements using interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, task, and workflow analysis.
  • Critically evaluated information gathered from multiple stakeholders, reconcile conflicts, decompose high-level information into details, abstract low-level detailed information to a general understanding, and distinguish user requests.
  • Extensively involved in Agile-Scrum projects, part of running scrum boards, maintain backlogs, grooming user stories (BDD based), and organizing sprints
  • Expertise in Salesforce administration that includes implementation& deployment, application management, security, data management, data upload, Apex data loader, sandbox management, managed & unmanaged packages, end user support, marketing & call center.
  • Strong experience in working with Security framework, Dashboards, and reporting modules and designing, creating, and implementing profiles, roles, record types, page layouts, assignment and workflow rules, escalation rules, communication templates, approval processes and reports, and configuring security settings.
  • Experience working with cross-functional teams globally within and outside the organization for achieving project goals.
  • Team player with strong communication, interpersonal, analytical, problem solving and presentation skills.

TECHNICAL SKILLS

Microsoft Technologies: MS Project, Visio, Excel, Word, Outlook, PowerPoint

Requirements Management: Jira, Confluence

Defect Tracking Tools: Jira, HP ALM

Languages/Standards: SQL, Json, XML, HTML, Java, J2EE, C, C++, C#

Cloud: Salesforce Admin, force.com, customization

Methodologies: Rational Unified Process (RUP), Agile, Waterfall

PROFESSIONAL EXPERIENCE

Confidential - Denver, Colorado

Salesforce Business Analyst/ Administrator

Responsibilities:

  • Performed detailed analysis of business and technical requirements and designed the solution by customizing various standard objects of SalesForce.com.
  • Interacted with various business team members to gather the requirements and documented the requirements.
  • Analyzed the Scope of the Requirements, and managed requirements to avoid Scope Creep.
  • Created various Reports and Report folders to assist managers to better utilize Salesforce as a sales tool and configured various Reports for different user profiles based on the needs of the organization.
  • Familiar with CTI salesforce application which is used to provide agents with click-to-dial and screen pop capabilities.
  • Worked on service cloud functionalities like Case Management.
  • Primarily involved in developing prototype of the application as proof of concept (POC) for business team and as a guideline for development team.
  • Facilitated and led group discussions to elicit requirements in Joint Application Development (JAD) sessions by communicating with documented business requirement document, working prototype and workflow diagrams.
  • Designed and deployed the custom objects, custom tabs, validation rules, workflow rules, auto-response rules to suit the needs of the application.
  • Customized page layouts for Accounts, Cases, Solutions, Reports and Dashboards depending upon user roles, and groups.
  • Implemented the Web to Case, Email to Case to provide a better customer support to the customers.
  • Worked on Process builder for automating the actions such as creating and updating the custom object records.
  • Involved in Creating Custom Objects and defined lookup and master-detail relationships on the objects. Also created junction objects to establish many-many connectivity among objects.
  • Responsible for weekly and monthly data export, updates, and backup for the organization.
  • Used import wizard to Insert, Update, Delete and Import data to and from Microsoft Excel into Salesforce.com.
  • Worked under Salesforce Lightning & Classic to configure and deploy Salesforce Components.
  • Involved in facilitating deployment process.

Environment: Salesforce.com platform, Custom Objects, Custom Tabs, Workflow & Approvals, Email Services, Validations, Visualforce, Record Type, Reports and Dashboards, Security Controls, Data Loader, Microsoft Visio, and MS Project.

Confidential

Salesforce Admin / Business Analyst

Responsibilities:

  • Worked with business users and technical team to monitor the deployment of the application to sandbox and production
  • Designed, implemented, and deployed the Custom objects, Page layouts, Custom tabs, Components to suit to the needs of the application
  • Created Custom Objects and defined lookup and master-detail relationships on the objects and created junction objects to establish many-to-many relationship among various objects
  • Created various profiles and configured the permissions based on the organizational hierarchy requirements
  • Customized tabs for different business user's groups and business centers
  • Created the workflows for automated lead routing, lead escalation, alerts and custom coaching plans
  • Implemented escalation rules, automatic case generation and their escalation to call center representative, and generated email alerts for quick issue resolution
  • Creating User Stories for functional, non-functional, and technical requirements for application development and business process enhancements.
  • Facilitated story time sessions development team, and other stakeholders to refine functional requirements.
  • Participated in Agile-Scrum activities such as running scrum boards, maintain backlogs, grooming user stories (BDD based), and organizing sprints.
  • Assisted project manager in maintaining expectations within scope, including change request analysis/impact analysis and change control documentation.
  • Provided training to the internal business users to use the application and develop their own custom reports
  • Used Salesforce Chatter to provide real time notifications of changes in accounts, leads and opportunities to help sales and service teams to be more efficient

Confidential

Salesforce Admin / Business Analyst

Responsibilities:

  • Designed, developed, and maintained Salesforce standard objects, custom objects, look up relationships, Master detail relationships and junction objects while structuring users, roles, security profiles and workflow rules, lightening, process builder.
  • Assisted in design, implementation and deployment of Custom objects, Page layouts, Custom tabs, Components to suit to the needs of the application
  • Implemented escalation rules, automatic case generation and their escalation to call center representative, and generated email alerts for quick issue resolution
  • Provided training to the internal business users to use the application and develop their own custom reports
  • Worked on CreatingUser Stories for various business requirements.
  • Created various profiles and configured the permissions based on the organizational hierarchy requirements
  • Created the workflows for automated lead routing, lead escalation, alerts and custom coaching plans
  • Facilitated story time sessions development team, and other stakeholders to refine functional requirements.
  • Involved in various Agile-Scrum activities.
  • Responsible for maintaining expectations within scope, including change request analysis/impact analysis and change control documentation.
  • Worked with business users and technical team to monitor the deployment of the application to sandbox and production

Confidential

Business Analyst

Responsibilities:

  • Interacted with various business team members to gather and document the requirements.
  • Configuring FDCR application's Setup activities and customized the applications to match the functional needs of different individual banks.
  • Participated in Agile-Scrum activities like running scrum boards, maintain backlogs, grooming user stories (BDD based), and organizing sprints.
  • Closely worked with IT consultants while implementing the solutions for the requirements.
  • Requirement’s elicitation, analysis & validation of business, functional and non-functional requirements using interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, and task and workflow analysis.
  • Participated in enhancing the workflows for automated approvals, alerts, and custom coaching plans.
  • Implemented escalation rules, automatic case generation and their escalation to executives, and generated email alerts for quick issue resolution.
  • Provided the training to the business users to use the application and develop their own custom reports.
  • Performed the role of support engineer for the internal users and helped them in getting used to the application, generated reports, and saved them for further access to the users.
  • Have been involved with the project from its inception phase to customization and production rollout phase.

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